Mark MacDonald is the chairman and Chief Executive Officer of Northumberland Ferries Limited, Bay Ferries Limited, and other related companies. He entered the ferry business as CEO in 2003 and with colleagues acquired the business in 2007.
“In 1941, a group of Island families with support from the Government of Canada established the Wood Islands-Caribou ferry service,” says Mark. “The head office has been located in Charlottetown for its entire history. We also have offices in the different terminals where we operate.”
“Over the last several years, we have tried to greatly increase our focus on customer experience. In June, 2015 we launched a feedback channel that allows customers to comment about our services by text messages.
“Since the launch, we have received thousands of text messages, and we deal with any customer issue before the ship hits the dock.
“The majority of the text messages have turned out to be positive. We try to share the positive feedback with all of our employees.
“In 2015, we took on the management and operations of the Visitors Information Centres onboard the vessels, employing four full-time staff from June to October.
“We continue to expand our onboard programming and we try to showcase the culture of the Maritime provinces with live music and locally sourced foods, draft beers and wine.
“We go to considerable lengths to measure our customer service with a very extensive public survey done every year. We are very proud of these detailed studies.
“We remain very heavily involved with partnerships with our port destinations, tourism organizations, and many others. We are in business to support businesses, so if there are ways for us to do better, come and talk to us.”
For more information visit www.ferries.ca.