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13/08/2020

CalMac's Covid performance scores highly with customers

West coast ferry CalMac has scored a more than 9/10 average satisfaction rate from customers dealing with the company through the Covid crisis. 

CalMac's 47 strong Customer Service Team processed nearly 30,000 refunds, actioned 12,000 emails and answered 11,000 social media enquiries over March, April and May. 

CalMac worked with 56 Degree Insight, an independent research agency to get information from more than 7000 customers who had an interaction with the company during the on-going crisis. This was a team effort from colleagues in the Customer Service Team, in ports and on vessels who all interacted with customers during the period. 

Out of 10, the team scored 9.2 for ease of interaction via email replies, 9.1 for online refunds, 8.9 for website contacts and 9.1 for telephone responses.  

More than 99% of refunds were processed within the allocated 21 working days timescale. 

'We were recently awarded the top level of recognition by the Call Centre Association and the results of this survey would seem to reinforce the faith they have in the professionalism of our staff. They have worked tirelessly through this crisis to keep customers informed and to manage their booking through what has been a very difficult period for everyone, said CalMac's Commercial Director, Diane Burke. 

Since opening up bookings again social media messages to the team are up 96% on the same period last year, emails are up 20% and phone enquires up 9%.  

'The demand we are seeing from the public to come back and travel with us to our beautiful islands is in no small part down to the way our whole team has dealt with our customers throughout this period of disruption,' said Diane.  

'Our Covid response has also gathered lots of positive comments on social media which resulted in the creation of a video issued to staff making them aware of what customers were saying.' 

Every year the team deals with almost 400,000 phone calls, 37,000 emails covering ferry bookings, enquires, claims and complaints.  

Last year CalMac carried more than 5.6 million passengers and 1.4 million vehicles. Its 34 strong fleet serves 27 routes to island and remote mainland locations.  

Watch what our customers have been saying about us during the Covid crisis. 

 

 

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