04 - CABBERRA TWENTY-SIX
INTRODUCING DRIVER REWARDS FOR EXCELLENCE Over the last year many of you would have noticed rising and falling points on your MTData screen. Many of you might have been wondering what this is. Aerial Capital Group has been trialing the implementation of a points system to form part of our driver rewards program. This program aims to highlight the importance of good customer service, show what good customer service is, and to reward the drivers that provide it. Remember: If you provide good service, people remember taking a taxi as a pleasurable experience and will make you their first choice when they need transport. Good customer service is the core of your business. How the Rewards Program will work: Driver Rewards will be separated into 3 groups • Points and Average Pickup Times • Ambassador drivers • Driver of the Year POINTS
AMBASSADOR DRIVERS
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The Fleet Department is on the look out for exemplary service. Commendations from customers will also be taken into account.
All rewarded drivers will be announced in the CabBerra Magazine and over MTData.
As well as looking for drivers providing exceptional service, the Fleet Department is also focused on encouraging all drivers to get out of their vehicles to assist passengers. Make sure you are doing the right thing by assisting your passengers with their groceries or luggage. 4 drivers a month will be selected and rewarded. DRIVER OF THE YEAR On the 1st of December 2015, one driver will be selected based on his or her good service. This driver will be selected based on consistent attention to good customer service; a good disciplinary record; and/or commendable behavior.
How to get Points: Pickup within 6 minutes = plus 1 point
THE REWARDS
Reject a job = minus 1 point
For Points and Average Pickup Times: A new CTIA work shirt or a $20 Woolworths Gift Card depending on availability. The highest points scorer will be entitled to a choice between the 2 options
Recall a job = minus 1 point At the end of every month, each driver’s points will be assessed for a possible reward and then zeroed for the following month. To make it as fair as possible, the drivers will be allocated into 4 groups according to number of hours worked. From these 4 groups, the top 3 points scorers will be offered a reward. Recent disciplinary record will also be taken into account.
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Ambassadors: A new CTIA work shirt or a $20 Woolworths Gift Card depending on availability. The highest points scorer will be entitled to a choice between the 2 options. All will receive an Ambassador Armband.
EXISTING POINTS ALREADY ACCUMULATED? Many of you have already worked hard to watch your points rise while we have been testing the points acquisition process. The top 12 points scorers, with no serious disciplinary actions against them will receive either a CTIA shirt or a $20 Woolworths gift card, with the highest 6 scorers receiving first option. CUSTOMER SERVICE FACTS THAT WILL BLOW YOUR MIND • 81% of consumers are more likely to give a company repeated business after good service. • A 5% increase in customer retention increases profits up to 125%. • On average, loyal customers are worth up to 10 times as much as their first purchase. • 9 out of 10 consumers expect to receive a consistent experience over multiple contact channels • People tell an average of 9 people about a good experience and 16 about a bad one. See more at: http://www.desk.com/ customer-service/facts#sthash.kvnlaLuA. o0vRfVFb.dpuf
Make sure you all do your bit to make taxis The Driver of the Year: A trophy, the first choice for transport in Canberra. Ambassador Armband and dinner for 2 with return transport at a notable Canberra