Customer
Performance with Pride and Biggest and Best are the UK Bus division's core objectives. We want to be proud of the quality of our service and be the best in class. Our customers are at the heart of our business and meeting their expectations is central to our future success.
Listening to Our Customers
We constantly engage with and listen to our customers as individuals, interest groups and local authorities. Engagement methods include face-to-face meetings, focus groups and stakeholder forums conducted at company level.
We gauge our customers' satisfaction through an online survey that is currently completed by around 400 people per month. We also have a customer complaints system. Complaints statistics are reviewed at both company and divisional board level. The number of complaints has been gradually reducing over the past two years.
In addition to our own passenger surveys we receive copies of surveys conducted by our partners such as Passenger Transport Executives and Transport for London. We also receive regular mystery shopper data which evaluates the travel experience on our buses.
Reliability, punctuality and frequency of service remain the issues of highest priority to our customers. Survey results vary from region to region but in general indicate a gradual increase in customer satisfaction.
The national satisfaction statistics published by the Department for Transport indicate that, although overall passenger satisfaction has remained relatively consistent over the past four years, aspects of travel such as reliability of service and bus stop information have improved.
Meeting customer expectations is key to the growth of our business and we continue to seek ways to improve our services through investment in vehicles, property, information and training of our staff.