Great Customer Experiences Come From Putting Customers in Charge
Most transport companies don’t publish their customer reviews – Guess why?
But Snap is different.
We’re only a young company, but we already have 463 recommendations on Facebook and our average review from 512 reviewers is 4.8 stars out of 5.
- On Google, we’ve been reviewed by 137 people - again 4.9 stars out of 5.
- On Trustpilot our trust rating is 8.8 (National Express get 7.6).
How does that happen?
Our belief is that you need to put customers in charge, in order to get them the service they deserve.
After each trip, we invite our customers to rate their experience from 5 (brilliant) to 1 (awful).
This tells us that customers love Snap - after more than 200,000 trips covering 23 million UK miles, our average customer trip rating is 4.7/5.
But more importantly, it allows us to award new Snap trips to the operators who get the best ratings from our customers. And this automatically keeps quality high.
If an operator doesn’t delight their customers, they don’t get more work from us. That much is obvious. What’s less obvious is that when all operators are trying to be the best, in order to get first pickings on new Snap trips, they compete to get better and better. That’s why they automatically put their best coaches and their best drivers on Snap trips.
And good drivers are friendly drivers, who go the extra mile for customers. (In fact, the most common bit of feedback we get from customers is, “Lovely, friendly driver”.) In other words, everybody wins - when the customer is in charge.