Providing a safe, comfortable environment for coach travellers, as well as those seeing off or welcoming passengers, is of prime importance. In fulfilling this role we are charged with making a defined commercial profit.
Below are the results of our quarterly Customer Satisfaction Surveys in six key areas.
| Target (%)||Q1 2012/13|| Q2 2012/13|| Q3 2012/13|| Q4 2012/12|
|Information and signage||80||86||85||84||87|
|Staff availability and helpfulness||75||84||82||82||85|
|Facilities and services||72||75||72||71||77|
|Overall performance of Victoria Coach Station||72||80||80||80||81|
We believe that our customers are entitled to expect staff to be helpful, pleasant and knowledgeable about the services we offer.
We also believe that Victoria Coach Station should provide clear and accurate information and a clean and civilised environment in all waiting areas.
Victoria Coach Station is the first organisation in the transport sector to be awarded the Government's Customer Service Excellence Standard.
This award replaces the former government Charter Mark Scheme and was given in recognition of the outstanding level of customer service we provide at the Coach Station.