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Our drivers are heroes

2 months ago Fri 27th Mar 2020

Alongside other key workers helping in the fight against Coronavirus, we are immensely proud of our team of drivers who are definitely heroes.

If it wasn't already apparent though, we can definitely back up this claim as they were the driving force in ensuring that overall customer satisfaction remains high at 92% in the latest Transport Focus Bus Passenger Survey results.

Although we saw a small 2% drop in satisfaction from 94% last year, this was largely due to road works and congestion which affected journey times and punctuality during the survey period.

reassuring customers with cleanliness and great driving

Reassuring to you, our customers, during these unprecedented times, we had already seen improvements in cleanliness inside the bus, personal safety, greeting and welcome from drivers and safety of driving.

The annual survey asks bus customers for opinions on their journeys and the latest was the eighth in which we have taken part.

A total of 858 customers were surveyed and their responses indicated improvements in most of the driver scores, particularly greeting and welcome.

With the Prime Minister’s declaration of a national emergency, we are firmly part of the effort to fight Coronavirus. As if we didn't already know, our drivers really matter. They are providing the essential service to get critical workers to hospitals and care homes and for customers to get to the shops for basic necessities.

When you need to travel at the moment, you can be sure of a smile and a hello to brighten up your day in these unprecedented times.

Given the current Coronavirus crisis, these Transport Focus Bus Passenger Survey results are amazing news to give us hope that we are continuing to deliver a great service to our customers in difficult circumstances for everyone.

The results of the survey show that you really appreciate all our efforts and really do love our drivers. Our buses are cleaner inside, people feel safer on our buses and they are happy with our drivers – all a great reassurance given the current situation.

As these great results remind us of happier times, we want to extend our heartfelt thanks to all our employees. Over the past two weeks, as the situation has quickly escalated, they have truly worked as a team to help keep us moving.

One thing is certain: we must keep ourselves safe too. We are doing everything we can to protect our drivers and customers during this unparalleled situation.

great results

The Transport Focus survey score for our driver greeting/welcome increased by 3% to 85% which placed the us ninth in England against the 31 unitary authorities to which we are compared.

In addition, a 1% increase in satisfaction with interior cleanliness and condition, moving to 84% from 83%. A 5% increase in satisfaction with personal security, moving from 84% to 89% making us 6th out of the unitary authorities we were measured against.

Safety of driving showed increased satisfaction from 90% to 93% which has taken us into the top nine bus companies in unitary authority areas for driving style.

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