Keolis Lyon – France – EFQM Excellence Award (Outstanding Achievement in Customer Centricity) – 2021

Agility is one of Keolis Lyon’s main strengths, which has been empowered during the crisis due to the robustness and best practices of our organisation, and the commitment of our employees.In 2020, the passenger transport sector has been strongly impacted by the COVID-19 crisis with an estimated 25% drop in the mobility market. Keolis Lyon has a public service mission and we adapted very quickly and several times to the TCL network transport plan.

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships
14.3.3 Implement an org-wide continuous improvemnt program
14.3.4 Conduct a business excellence assessment.
15.2.1 Customer satisfaction, accolades, awards