A council has jumped in defense of a micro-mobility company that will soon take over the reins of a city travel program after concerns over poor reviews.
It comes after Brighton and Hove City Council announced that Beryl will be the provider for the relaunch of the BTN Bikeshare cycle hire scheme next spring after it had to be scrapped due to technical problems with Vodafone 3G.
Readers of The Argus have reported the company’s poor reviews on the Trustpilot website and recent poor reviews on Google Play following the deal announcement.
On the customer review site, Beryl currently has a score of just under two stars, with 72 percent of the 47 reviewers rating the company one star out of five.
Complaints focus on difficulties using the app, problems locking the bikes after use and charging them after use.
One reviewer said the service was “absolutely abysmal,” while another said he had a “shocking” experience with the app.
A spokesperson for Beryl said it has a 4.5-star rating on the App Store based on over 3,200 reviews.
Brighton and Hove City Council said it was “very confident” that Beryl would build on the success of the cycling scheme.
Phil Ellis, CEO and co-founder of Beryl said: “Since we launched our first joint mobility program in April 2019, we have generated nearly three million trips across eight different programs.
“We design and plan our systems as carefully as possible, working closely with local authorities and key stakeholders to ensure we are providing the best possible service to users.
“Customer service is incredibly important to us and our dedicated customer and on-street teams work closely together to respond to issues as quickly as possible.
“Our customer team can handle up to 2500 requests in a busy week and work incredibly hard to ensure customers feel valued, achieving an average response time of 80 seconds and a customer satisfaction rate of over 89 percent for 2022.”
A Council spokesman said: “Beryl is the UK’s leading micro-mobility company. They have successfully introduced bike sharing schemes in cities across the country.
“Beryl was selected following a competitive bidding process that included an assessment of their policies in terms of customer focus, sustainability and social value. They also offered good value for money.
“The bikes were also ridden and tested around the city on various terrains by a local team of experienced officials, including bike trainers and highway inspectors.
“Unlike an anonymous consumer survey composed of 47 reviews, we incorporated the views of local stakeholders and feedback from more than 1,000 customers on the COMO UK 2021 survey.
“We will be working closely with Beryl before, during and after the new look is launched to ensure it works best for its users and the city.
“We are very confident that they will build on the success that BTN BikeShare has enjoyed since its launch in 2017.”
https://www.theargus.co.uk/news/23208790.brighton-council-defends-beryl-concerns-bad-reviews/?ref=rss Brighton Council defend Beryl after concerns over bad reviews