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French savoir-faire & British customer care: why Brittany Ferries is top transport company

Brittany Ferries is proud to have been named best transport company for customer service by the Institute of Customer Service (ICS). The organisation publishes a comprehensive customer satisfaction index every six months. And in its latest research, Brittany Ferries finished top in a category of 34 transport companies, ahead of British Airways, Virgin Trains, P&O Ferries and Eurotunnel.

“I would like to congratulate all teams on board and on shore for this excellent news,” said Joëlle Croc, group director of sales and customer experience for the company. “It reflects the service delivered by crews on board and the quality of the customer experience enjoyed by travellers on every crossing. But it’s also an endorsement of British sales, holiday, customer relations and port teams who play a crucial role in supporting passengers before, during and after their crossing. It’s truly an Anglo-French team effort.”

Brittany Ferries is, of course, more than just a transport company. It is a leading supplier of sail-and-stay holidays to France, UK, Spain and Ireland, revealing beautiful destinations for travellers. The company has therefore compared itself with other companies listed by the ICS in the tourism sector. In this category too the company would have figured near the top of the list. Its score of 81.4 would have seen it take joint-fourth position.

The institute says that its research confirms customers’ most important priorities are product/service reliability and quality, employee competence, attitude and helpfulness. Furthermore, it points to a range of emotional and relationship needs which it says are strongly linked to overall satisfaction. These include feeling reassured, expectations consistently being met, promises being kept, trust and a company’s perceived reputation.

ICS press release – and report available for download here:

Feb 06 2019

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