Spencer Rail has launched a new confidential customer feedback system in a bid to improve the services it offers.
The Customer Service System allows clients to submit feedback using an online system that has been developed in-house.
Diane Rowe, customer feedback manager at Spencer, said: “This totally confidential feedback system will enable us to analyse customer feedback in the form of positive and negative trends.
“We know that our greatest strengths lie in our people skills, our quality of workmanship and our health and safety records and procedures.
“Other trends we analyse are working to programme, commercial matters, documents and processes, design and responsiveness.
Diane has worked at Spencer for almost ten years in a number of roles but has now been tasked with managing the customer feedback system.
One of the main goals of gathering customer feedback is to open up further opportunities for communications with customers.
Diane said: “Asking the right questions will help us to identify what we are doing well, what we need to do better and what we can do to deliver what our customers want, need and expect.
“Once we gather customer feedback, it’s important to use that information to address specific challenges. The action we take is what makes the customer feedback truly powerful.
“This is an opportunity for our clients to share any observations, concerns, frustrations and praise in order that we can improve our service and pass on any well earned recognition.
“My job is to show the client that we are a listening and learning business – that they are very important to us and that anything raised during the customer feedback process will be acted upon in an appropriate and timely manner.”
