First Scotland reaction to CAS report in local bus services
Andrew Jarvis, Managing Director of First Scotland East: “First Scotland East welcome this report and how it raises a number of important issues. Buses are a vital part of the local area’s economy particularly for accessing work, education and shopping. However, I am surprised that these results are so out of line with the regular independent survey carried out by Transport Focus, which have generally shown satisfaction rates in the high 80%’s.
“The CAS report does demonstrate, to some extent, what is working well and where we are delivering for customers, but also highlights what areas that all those responsible for delivering effective bus services need to focus on.
“The report demonstrates the vital role that effective partnerships with Local Authorities can play in improving various aspects of the overall bus journey, including the issues around the journey speed of buses by tackling areas of congestion. There is a clear link between these factors and our customers’ frustration around punctuality and journey times, which is of course reflected in these survey results.
“This report only acts to highlight some of the points identified within the Scotland-wide research by KPMG titled ‘Trends in Scottish Bus Patronage’ which is currently being actioned by all major bus operators in conjunction with the Confederation of Passenger Transport (Scotland) to provide real change in the industry and engage with all levels of local and national government on how we can address some of the major impacts on the industry that are currently outwith our control.
“First Scotland East have a number of exciting and innovative improvements to roll out over the next year, which place our customers at the heart of the business. We’re looking forward to future results confident that our customer focused plans will deliver a better travelling experience.”
The KPMG report can be viewed and downloaded here: www.getonboardwithbus.scot