JCDecaux subsidiary, Cyclocity, wins Customer Service of the Year award for 2016(25/10/2016)
The Customer Relations Department of Cyclocity - JCDecaux's bike-sharing system subsidiary - has won the Customer Service of the Year award for 2016 in the “Individual Transport” category.
This award recognizes the commitment and professionalism of the 70 employees at the Customer Relations Department who exemplify Cyclocity and JCDecaux's values of quality, excellence and responsiveness on a daily basis for the benefit of the users of the bike-sharing systems. Over a 10-week period from May to July 2015, 225 "mystery customer" tests were carried out through telephone calls, e-mails, online visits and social networks*.
The main criteria were:
- Interpersonal skills
- Response management
- Quality of the responses offered
- People skills
Cyclocity's Customer Relations Department was formed in 2005 with the launch of Vélo’v in Lyon, the first bike-sharing system in France. Fully internalized and based in France from the start, it has been optimized to manage this new activity through recruitment, training and supervision. Open 7 days a week, it handles over 600,000 enquiries each year.
* Inference Operations study – Viséo Conseil – May to July 2015 – More info at www.escda.fr.