Oslo’s public transport authority Ruter needed to improve its services and its reputation. Livework showed it how a customer service strategy based on transparency would allow it to do both.
With Norway projecting high population growth, Oslo’s public transport authority Ruter is gearing up for almost twice as many journeys by 2030. However, its less than stellar reputation has made politicians hesitant to give it additional funding without greater confidence in its ability to deliver.
Ruter’s reputation suffered as a result of an inefficient ticketing system installed 30 years ago. More recent work to improve the system did not raise customer satisfaction levels. We realised that in order for Ruter to improve their reputation, they had to do more than just improve customer experience.
The transparency key
A customer service strategy based on transparency would improve both services and reputation. We encouraged Ruter to publicly test new services until they found what works, using prototypes and incorporating customer feedback into the testing process.
"We will stop irritating you"
Improvements for customers
We have since worked with Ruter on multiple projects both large and small to implement their customer service strategy. From bus information to ticketing, we are helping them make their services more user friendly and involve customers in the process.
"I would never have considered these issues sitting behind my desk"
Turning around a large organisation’s reputation can be a daunting prospect. Our work with Ruter illustrates how a customer service strategy based on transparency can improve both services and customer perceptions.