First Bus responds to its Transport Focus survey results

22 March 2017  •  Author(s): Eurotransport Magazine

Independent watchdog, Transport Focus, has released the results of its autumn 2016 Bus Passenger survey and First Bus has responded to its positive results.

“I’m pleased many of our businesses have recorded improved customer satisfaction result,” said Giles Fearnley, Managing Director of First Bus. “First Essex has scored a 9% improvement whilst we are seeing marked progression in Manchester, Scotland, the Potteries, and the South Coast.

However, we are aware that we must continue to improve if we are to deliver a service to our customers that we can really be proud of. Worsening congestion in some areas continues to make this even more challenging. For example, in the West of England and West Yorkshire, there is a clear link between worsening congestion and our customers’ frustration around punctuality and journey times, which is of course reflected in these survey results.

“There is a clear link between worsening congestion and our customers’ frustration around punctuality and journey times”

“In 2017, we have ambitious plans in place which will deliver a step-change in the travelling experience for our customers: contactless will be rolled out extensively across our businesses, which combined with smart cards and the continuing success of the mTicket app will reduce boarding times, helping to speed up our services; we will launch an industry leading new app; we will continue to invest in our fleet; and we are launching an innovative and ambitious programme which will improve our front line approach to customer service.

“All of which will directly benefit our customers and we look forward to seeing their reactions in next year’s survey scores.

“We have ambitious plans in place which will deliver a step-change in the travelling experience for our customers”

“There is a growing recognition of the role of the bus in addressing not just congestion, but also air quality and in supporting the success of local economies. We are developing ever stronger partnerships with Local Authorities ensuring that Bus plays its full role in supporting the communities we serve. This was illustrated by the recently announced £180 million public private funding package in Leeds which aims to double bus passenger numbers by 2020 tackling congestion and air quality. 

“We’re looking forward to next year’s results, confident that our customer focused plans will deliver a better travelling experience.”

 

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