STL quality commitment - The STL offers the only compensation program of its kind in Canada
Apr 03, 2017, 11:42 ET
LAVAL, QC, April 3, 2017 /CNW Telbec/ - Convinced of the quality of its service, the Société de transport de Laval (STL), as of April 3, 2017, is launching its STL Quality Commitment program, the only compensation program of its kind in Canada. Backed by the support of its employees working in all sectors and the organization's four union representatives, the STL has developed a quality commitment program that targets five key elements of its service offer: punctuality, comfort aboard buses, courtesy, cleanliness of equipment and access to accurate real time information. Should our services fail to meet the standards set by this Quality Commitment, clients may request a compensation.
"The STL stands as the only transportation company in Canada to offer this type of compensation for quality of service. Our entire workforce has mobilized around this project. Our remarkably high efficiency and quality performance means we are confident enough in our services to extend this commitment to our clients. As a public organization, we feel obligated to offer quality services. It's part of our commitment" says David De Cotis, President of the STL's Board of Directors. As a reminder, in 2009, the STL began offering its clients the use of a mobile location app providing real time information on the location of its buses (STL Synchro).
This means that when one of the elements of our commitment to quality is in question, users can contact the Customer Contact Center (CCC) to make their request. Through the use of these verification tools, CCC Agents can confirm the validity of the complaint and, where applicable, compensate the client with a free fare, credits towards the purchase of a monthly or annual pass and even credit for a taxi ride depending on the situation. For further details about the STL Quality Commitment and the conditions that apply to it, see www.stlquality.ca. This program applies to both regular and paratransit services.
"I'm very proud of this program. The STL Quality Commitment is a clear set of guidelines for the services we provide to our clients and all this is possible thanks to the hard work of our dedicated employees. We spent several months analyzing and optimizing our business processes to ensure that the service we provide to our clients meets the highest quality standards in the industry" says Guy Picard, Director General of the STL.
The STL Quality Commitment program is an improved version of the Quality Guarantee which was first launched in 2001. At the time, this initiative was the first of its kind in Canada. This newly created STL Quality Commitment goes much further. In an attempt to broaden our promise of service, the compensation program has been improved through the provision of credits applicable to the purchase of monthly and annual passes and taxi credits.
SOURCE Société de transport de Laval
For further information: Julien Gingras-Palardy, Communications Consultant, 514 862-7925, 450 662-5400 extension 8393, [email protected]
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