Case Study: Edinburgh Trams achieves 95% CSAT and a 99% decrease in first resolution time with Freshdesk

Edinburgh Trams - Customer Case Study

Edinburgh Trams is an award-winning tram operator in Scotland serving over 7 million passengers a year. Customer service was initially shared with Lothian Buses, which led to low CSAT and poor reporting; the organization brought Customer Relations in‑house to deliver faster, more personalized support and better customer insights.

By implementing Freshdesk and Freshchat to unify email, phone, help center, chat and social channels, Edinburgh Trams cut average response time from about 20 days to roughly 1 hour (a 99% improvement), raised CSAT from 10% to 95%, and gained actionable analytics—such as removing a £3 minimum card spend—to remove bottlenecks and improve the passenger experience while preparing to scale as the network expands.

Edinburgh Trams

Hicham “Mitch” Tamraoui

Senior Customer Relations Officer