On Monday, the Toronto Transit Commission announced the appointment of Chris Upfold as the TTC’s first chief customer service officer.
A Canadian, Upfold has spent almost 10 years working in the U.K. for the London Underground in a variety of roles, most recently as head of revenue and Inclusion where he was responsible for planning, developing, and delivering improvements focused on customer perception and satisfaction for one of the world’s oldest, and most renowned, subway systems.
Upfold also headed London Underground’s Customer Experience department where his leadership helped create a marked increase in customer satisfaction in information delivery and employee engagement. The London Underground has an annual ridership of just over one billion rides.
The TTC took on a renewed customer service focus in 2010, striking an independent panel to review customer service in Toronto — North America’s third largest public transit system. The Customer Service Advisory Panel report’s first recommendation was the creation of a chief customer service officer position with a focus on customer engagement, training and strategy development to improve the TTC experience for its 1.5 million daily riders.
