Satisfaction among ferry customers continues to remain exceptionally high

We're thrilled to announce that satisfaction among our ferry customers remains sky-high! According to the latest Customer Satisfaction Index survey in the state, Transdev Sydney Ferries has emerged as the leader, along with Sydney Metro, across all modes of transport with an impressive 98% score! ????

Our General Manager Customer Experience and Communications, Joana Feiteira , is delighted about these results and credits the unwavering commitment and hard work of our incredible teams, from the friendly faces you see on board to the dedicated folks working behind the scenes, whether at Balmain Shipyard or in support functions.

“We're all about promoting a culture where customers truly feel at the heart of everything we do. By involving the entire company, we're breaking down the stigma that customer satisfaction is solely the responsibility of one department,” says Joana.

The latest survey gathered feedback from over 27,000 people across nine key categories: Customer Service, Safety & Security, Information, Accessibility, Timeliness, Ticketing, Convenience, Comfort, and Cleanliness. And guess what? Transdev Sydney Ferries maintained or increased individual scores across all categories! ????

“We're talking about near-perfect scores of 99% in Safety and record highs in Comfort (98%), Customer Service (97%), and Information (96%). Achieving and maintaining such high standards wouldn't be possible without bringing all departments together as everyone contributes. We conduct regular wharf reviews, evaluating customer information and cleanliness to ensure a welcoming and well-maintained environment. Our proactive maintenance ensures that we address issues promptly and prevent potential disruptions, we have also made a considerable investment in upgrading our CCTV and Passenger Information Displays to provide a safer and more informed journey, and of course, the improvement of our operational performance ensures our customers have a reliable service,” says Joana.

But it's not just about meeting expectations; it's about exceeding them. In 2023, TDSF saw outstanding results in customer experience through various initiatives aimed at elevating our commitment to service excellence. We're talking about meeting the customer complaint KPI (3.3 per 100,000 boardings) every month, with the result in August (0.9) being the best one since the beginning of the contract in 2019. There was also a 21% decrease in complaints received and an impressive 66% increase in compliments compared to the previous year.

The Mystery Traveller program, where surveys are conducted monthly by a third-party organisation to gather data concerning customer experience on the ferry network, saw notable improvements, including a 4% increase in Customer Service (Gatehand) and a 9% increase in Information (both onboard and wharf), with a 1% increase overall on all categories.

“Improving communication between departments, especially among Customer Experience and Operations, has played a pivotal role in enhancing overall customer satisfaction. By addressing concerns promptly and effectively, not only ensures that complaints under TDSF control are handled with the utmost care and attention, making people accountable but also provides the best outcome to the customer,” said Joana.

“In addition to the outstanding service delivered by our teams, we've implemented a range of strategic measures to enhance accessibility, inclusion, and overall satisfaction for our customers, and that contributed to these results.”

From several initiatives, our GM Customer Experience and Communications highlights the top three:

·???????? We've set clear Customer Service Standards to ensure consistency and excellence across all customer interactions. These standards set expectations and empower our team to consistently deliver exceptional service, creating a positive and memorable experience for customers. With strong support from our Senior Leadership Team, these standards reinforce our "Customers at the Heart" culture, prioritising customer satisfaction in all our operations.

·???????? Our journey towards inclusivity began a while ago with a commitment to create a safe, inclusive and accessible environment for both customers and employees. Exceptional customer experience starts with a workplace where everyone feels valued. Through this comprehensive and tailored Accessibility and Inclusion training, all employees gain the tools to understand and address diverse needs, ensuring every customer feels respected and accommodated. This training also encompasses hidden disabilities and our proud partnership with the Sunflower Project.

·???????? Recognising and celebrating exceptional effort is key to maintaining our high standard of customer experience. Our Customer Stars program highlights those who go above and beyond for our customers. We're dedicated to reinforcing a culture where individuals are acknowledged for their contributions. Alongside tokens of appreciation, we invest time in personally thanking our colleagues for their outstanding customer service efforts, and providing feedback on their positive impact. A heartfelt "thank you" goes a long way in making everyone feel valued and appreciated. We want each team member to understand their pivotal role in our company and take pride in coming to work each day.

"These initiatives, among many others, reflect our dedication to making life easier for customers, even if it makes our lives harder."

It's been an incredible journey, and with the combined effort of our leadership, frontline and behind-the-scenes teams, as well as the support of our client Transport for NSW , we're confident that even better results await us this year!

A huge thank you to our amazing employees, customers and the community for being part of this amazing journey with us at Transdev Sydney Ferries! ???