For those of us who use public service vehicles; how would you describe your experience?
If I were to rate my experiences, I would be Neither Satisfied Nor Dissatisfied for so many reasons. Today was different, my rating is Very Satisfied.
If you have ever used a PSV especially in Nairobi you know how impatient most operators are. They are always in a hurry to take you to your destination thus end up using other routes to avoid traffic.
More often than not, my destination is along the way so I end up being inconvenienced a lot when the drivers opt to use other routes. Whenever I try to speak out; I get very rude responses.
If you have ever used a PSV especially in Nairobi you know how impatient most operators are. They are always in a hurry to take you to your destination thus end up using other routes to avoid traffic.
More often than not, my destination is along the way so I end up being inconvenienced a lot when the drivers opt to use other routes. Whenever I try to speak out; I get very rude responses.
Today was a new day and definitely, I got a new experience in a PSV. Before the female conductor collected fare, she asked if there was anyone alighting along the way and informed the driver about the same in vernacular. It happened that the woman seated next to me and myself were alighting along the way. The female conductor informed us that they were going to use a different route and asked if we would be okay if she dropped us at a different stage near where we were going. With that kind of professionalism and courtesy, there was no way we would say no.
Upon reaching my destination she thanked me and apologized again. The driver also thanked me for understanding.
I was inconvenienced but I alighted feeling happy with the service I got and I can tell you one thing for sure, I would not mind boarding that vehicle again.
Customer experience is all about putting yourself in the customer’s shoes; explaining why a product or something has changed, being honest and update the customer frequently if a customer had launched a complaint, apologizing for any inconvenience caused and thanking them for waiting. It’s the little things that count!
