Transport for LondonPerformance
Aims of the company
The role of the company is to provide an arrival and departures facility for coaches in London, with off-street setting down and pick-up. The provision of a safe, comfortable environment both for coach travelers and for those seeing off or welcoming passengers is of prime importance. In fulfilling this role, the company is charged with making a defined commercial profit.
Customer Satisfaction Survey results
Below are the results of our quarterly Customer Satisfaction Surveys in 5 Key areas.
| Target (%) 09/10 |
Q2 08/09 |
Q3 08/09 |
Q4 08/09 |
Q1 09/10 | |
|---|---|---|---|---|---|
| Information and Signing | 80 | 83 | 86 | 83 | 86 |
| Quality of Cleanliness | 73 | 73 | 75 | 75 | 76 |
| Staff Availability and Helpfulness | 75 | 77 | 79 | 79 | 80 |
| Facilities and Services at VCS | 72 | 68 | 72 | 70 | 75 |
| Pleasantness of VCS | 72 | 68 | 72 | 72 | 76 |
| Overall performance of VCS | 72 | 75 | 78 | 77 | 80 |
We believe that all our customers are entitled to expect our 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 signing, and a clean and civilised environment in all waiting areas. Please contact us if you believe we have fallen short so that we have the opportunity to rectify matters, or if you receive an exceptionally good standard of service so that your appreciation can be passed on.
Victoria Coach Station has become 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 has been given, in recognition of the outstanding level of customer service we provide at the Coach Station.
