The Government’s customer experience just seems to be getting better and better! I wrote last week about a great experience with the DVLA and the focus of this was on the simplicity of the technology and the online customer experience. Well here’s a story that demonstrates they’ve got a ‘human side’ too!
When George Poole, Managing Director of kid’s railways Bigjigs Rail read about the rejection of First Group’s application to run the West Coast Rail Line tender, he thought he’d put in a ‘tongue in cheek application’ of his own. After the ‘technical hiccup’, he wrote to the Transport Minister Patrick McLoughlin to see if his tender application was any better!
He got a nice reply from his private Secretary Mark Reach! As well, as demonstrating a nice sense of humour, I think it shows a lovely ‘personal touch’ which is a key ingredient of ‘customer delight’!
Whatever next? David Cameron ‘hand delivering’ child allowance?
