Transdev, the first private operator in South-Korea, operates Seoul Line 9 (SL9), the latest line of Seoul’s metro system. With an average ridership of 400,000 passengers a day and 109.6 million trips in 2011, SL9 is the one of our biggest operations around the globe. Only three years after its launch, SL9 is already’setting the standard’ in one of the most customer and technology oriented countries worldwide.
Since July 2009, SL9 has rolled-out and leveraged a selection of Transdev’s exclusive customer service programs to deliver performance from a passenger-centric perspective and drive continuous improvement.
The "Listen" program
The "contact" program
The "Going for Care" program
In 2009, prior to its opening, SL9 chose our first generation program – Going for Green – to help align business goals and internal processes around customer service. All frontline staff and managers have gone through the program. 98% of staff is satisfied with the training, and overall passenger satisfaction with staff customer service reached 83.4% in 2011, an increase of 4.8 points since 2009. SL9 will roll-out our new customer care program from late 2012.
The "Meet the Managers" program
A common site across many Transdev networks worldwide, SL9 decided to ensure a “Meet the Managers” proximity and understanding of customer issues through “Meet the Managers” sessions every two months.
Senior staff and gather first hand feedback and suggestions. Passenger satisfaction has reached 91% on average for the past seven sessions.
Success of Transdev's exclusive customer service programs
For the citizen’s of Seoul, our relentless commitment to reach new frontiers in terms of customer service and care, our rigorous methodologies, clear priorities, targeted performance and results shared transparently are improving their quality of life and mobility experience.