National Express’ Managing Director, Andrew Cleaves will embark on his second week long coach tour of Britain from Monday to experience the company’s customer service first hand. He will meet customers and staff and will be on Twitter, tweeting his experiences as he goes.
Andrew will travel the length and breadth of National Express’ coach network including Lille in France, Liverpool, London and Kent. It’s the only tour of its kind undertaken by the Managing Director of a major transport business and will see Andrew tweet with the hash tag #MDonthemove. He will respond to passenger queries in real time and unearth customer stories as he travels Britain on the famous white coaches.
Andrew said: “I spend a lot of time visiting National Express locations around the UK, but it’s usually one journey at a time. I want to dedicate some quality time to travelling around Britain by coach to meet passengers and staff and travel on the service as our customers do. It’s so important to get the real experience.”
Last week National Express coach reported a record profit for 2011, with revenue up 4% to £259.1 million. The strong results were delivered through the introduction of a 24/7 call centre, investing in 160 new coaches and re-engaging with the student market – resulting in a 36% increase in the sale of the Young Persons Coachcard.
Andrew added: “I want to experience what’s great and what’s not so great about the service we offer to continue to build on our success. I am committed to addressing any issues I encounter but will also celebrate the examples of great customer service that I know I’ll see.”