Kinetic is continuing to employ more CSOs as the officers receive positive feedback from Melbourne passengers
Kinetic says dedicated Customer Service Officers (CSO) have become familiar faces on Melbourne’s buses as Kinetic works with the Victorian government to help lift the customer experience cross the metropolitan bus network.
The CSOs are a uniquely Kinetic experience. Following a successful 12-month CSO pilot in North Queensland, Kinetic introduced 10 CSOs to Melbourne after taking over the Metropolitan Bus Franchise on January 31, 2022.
The team has received a terrific response from drivers and customers alike. Both say they enjoy having a familiar, friendly face on board to help with ticketing, directions and general questions. Likewise, local traders and retailers have also reported that they appreciate knowing there is a visible presence in the area.
Based on the positive response from customers and the impact the CSOs are having, Kinetic has further invested in the initiative with 13 CSOs now travelling across the Melbourne bus network on-board buses and at key interchanges, including Doncaster Park & Ride.
When special events or unplanned disruptions have occurred on the network, CSOs have been deployed to assist customers and ensure they are well informed. Their extensive knowledge of Melbourne’s bus network means they can help customers get to where they need to go on time.
Kinetic is also making it easier for customers who speak different languages to interact with our CSOs. Officers who speak languages other than English now wear a flag pin indicating which language(s) they speak. This helps to deliver a more inclusive and welcoming travel experience for all commuters.
RELATED ARTICLE: Christchurch operator Metro reaches zero-emissions milestone
Kinetic Melbourne general manager Graham Smith says the introduction of CSOs has helped improve the customer experience and safety through their presence on the network.
“We’re doing what we can to encourage more people to choose to travel by bus, and our CSOs are certainly playing an important part in lifting the customer experience on our services,” Smith says.
“We’re thrilled to see the impact they have already had in such a short time as we continue to fucus on building a safer, cleaner and greener bus network for all Victorians.”
Following the program’s success, Kinetic CSOs will visit schools, shopping centres and community groups in the future to advocate for bus travel and further strengthen Kinetic’s ties with the community.