Customer Charter
At First in Suffolk & Norfolk we pride ourselves on keeping our promises. It's important that our customers know that we're constantly looking for ways to improve our services, and that we'll always follow-through on our commitments.
To back this up, two years ago we created our 'Quality Commitment Plan', a document which outlined several key commitments to our customers and detailed exactly what we'd done to fulfil them.
Here are a few examples of how we kept our word:
We promised to:
Listen to our customers
A local forum of the Bus Users United Kingdom (BUUK) was established to liaise directly with them and our Customer Care Line was introduced to do this (08456 020 121).
Achieve a higher standard of customer service & reliability
Research conducted by an independent company found that we had achieved just that and our own self-monitoring systems remain in place to make sure things stay that way.
Increase the frequencies of our buses
Additional services were added from Sprowston, Wroxham Road, Dereham Road, Bowthorpe, Norwich and Norfolk University Hospital, Thorpe Marriott and Drayton Road.
Invest in our staff and vehicles
200 drivers completed training which resulted in a formal vocational qualification, 12 new double-deck buses were purchased and £750,000 spent on refurbishing the existing fleet.
Keep our customers updated about our services
We produce a range of network service booklets, timetables and new bus stop flags and continue to publish updated information about our services on our website.
We'll publish details of further initiatives as they happen. Watch this space.