BUSINESS PRINCIPLES/OBJECTIVES

CUSTOMER SATISFACTION STRATEGIES

1 Reliability

     The Company is committed to ensuring that publicized departure and arrival schedules are
     religiously adhered to at all her stations.

    The Company again commits itself to churning out well-maintained coaches to ensure
    uninterrupted trips to and from service destinations.

2 Comfort

     Although Safety remains InterCity STC’s most significant attribute, the company has always
    strived to also provide Comfort and Reliability, the other two significant attributes that any
    successful transport operator’s image should revolve around.

    In pursuit of this, the company offers a wide range of facilities and services to maximize the
    comfort and convenience of the customer. These include relatively decent porter services, park
    and ride facilities, entertainment, toilets and lounge facilities, registered cab services and
    advanced ticketing system, which work together to make our Terminals more comfortable.

    Also available are luxury coach services with snacks, entertainment, washroom facilities as well
    as stewardesses on board to attend to customer needs.

3 Friendliness

    The company’s Customer Care Function is well structured to offer excellent friendly services to
    the customer. The ready-to-serve, pleasant, courteous and smartly dressed Customer Care
    Assistants continually offer friendly services at its well-positioned Help Desks, where they
   answer customers’ enquiries, give directions and offer free announcement services among
   others.

4 Exceptional Standard Service Delivery

    Quality of service delivery is continually assessed and improved to ensure the best service
    delivery in terms of Safety, Comfort and Reliability.

   Comfort is maintained at our terminals and on board our buses. The Company continually
   improves terminal facilities with the view to providing customers with a one-stop service center
   with facilities such as Forex Bureaux, Pharmacy Shops, Beauty and Barbering Salons etc to the
   already existing facilities namely, Restaurants, Supermarkets, Communication Centres,
   Bookshops etc.

   Pre-departure checks of all buses including those on transit from other regions are religiously
   carried out. This mandatory practice is used as a safety measure to ensure uninterrupted
   service schedules.

5 Provision of Highest Standard of Customer Care

   Maintaining the highest standards in customer care is of utmost importance to the Company.
   The customer is placed first in our business approach and therefore, the training and re-training
   of our front-line staff to be well mannered and helpful in their approach to our clientele is
   vigorously pursued. This tradition has also been extended to all non front-line staff of the
   Company.

6 Management Information System (MIS)

   IntercitySTC provides a computerized ticketing system that makes it possible to track lost tickets
   as well as lost luggage and also provides customer information in times of emergency

7 Marketing and Advertising

   Intercity STC’s marketing and advertising philosophy is to build and lead a strong customer care
   orientation that ensures that the customer remains the focus of the company’s operations.
   With relevant strategies and programs via electronic and print media, Intercity STC continually
   ensures that all Business Units within the Company obtain the most penetrating thrust and
   make her the cynosure of all eyes within the industry, whiles maintaining at least optimal
   profitability.

  Additionally, Intercity offers convenient schedule quotations and other information via its
  information desk facility located in all its stations nationwide and the sub-region.