How First Bus Feedback has been used to improve service 8
Ben works as a Service Regulator for the 8, 9 and 72 routes in Bristol and has been in this position for four years and with the company for 12 years. Some of his day-to-day activities see him investigating issues that impact punctuality and reliability, promoting integrated transport with Great Western Railway (GWR), assisting with customer enquiries and dealing with any problems that his drivers report.
Ben’s always held a passion for customer service. He frequently travels on the routes and engages face-to-face with customers to find out what they think about First Bus. But through First Bus Feedback, Ben has been able to push the accelerator on his endeavours to improve the customer experience and now has access to an even wider range of vital information.
Ben spoke about the importance of First Bus Feedback for his job and how he’s making the most of it:
When people receive a product or service, they want to leave feedback. First Bus Feedback has given our customers the opportunity to do so quickly and effortlessly. Having access to what our customers are thinking about, whether it’s good or bad, is invaluable. On Service 8 it has been very beneficial. We’ve made a number of improvements based on suggestions from our customers, and we’re starting to see some fantastic results.
Service 8 is an incredibly popular route in Bristol, especially over the summer months; after reviewing the feedback we moved quickly to make the improvements our customers were asking for.
One of the developments that’s been very warmly received by the customers is that we now operate a fixed line rota. This means that the same drivers are always on this route, giving them the opportunity to build a fantastic rapport with the regular customers. And it’s not just our regular customers who benefit. Because the route goes to popular destinations like Bristol Zoo and Clifton Village, we see many visitors to Bristol using this service. Our dedicated drivers are extremely knowledgeable and can answer any questions from people that might not be too familiar with the city.
As you can imagine, the summer can be a very busy time for the service. We’ve responded to customer feedback by putting on two extra vehicles at peak times to reduce overcrowding and improve punctuality. It’s so important to us that our customers enjoy a reliable and comfortable journey.
We’ve recently rebranded all buses on service 8. You can now see them in the GWR shade of green. And we’ve continued to work closely with GWR to provide a seamless service for our bus and rail customers. Guards on board rail services are now promoting the buses that operate from the station front. This really helps with promoting onward travel.
As we now have fixed drivers on service 8, I’m preparing to launch a dedicated newsletter for the drivers of this route. The content will focus heavily on the feedback we receive from customers about the areas they serve. I think it’s priceless they have that insight into the thoughts and feelings of our customers. It’ll give our drivers the chance to take the initiative and continue bettering their own performance.
For many people, Bristol Temple Meads is the gateway to the West of England. It fills me with enormous pride that when people step off the platform and see Service 8 they can be certain they’re going to receive a premium service.