Increased satisfaction for North East bus passengers

Posted: 13 February 2013 | Arriva | No comments yet

Overall customer satisfaction levels of Arriva bus services across the North East have increased to 91%…

Arriva logo

Overall customer satisfaction levels of Arriva bus services across the North East have increased to 91%, according to the latest independent survey undertaken by GfK NOP.

The survey, which is carried out annually, tracks all aspects of passenger satisfaction and monitors service quality. The questionnaires were completed by customers on all the company’s services across the region.

Nick Knox, area managing director for Arriva North East, said: “We really value the feedback we obtain from the annual survey and we were very happy with the latest results. We have placed a lot of effort on improving our service delivery and when we achieve such positive reactions from our customers it really makes all the difference.”

“This improvement is the direct result of hard work by our employees across the network and we were really delighted to receive this report. Particular mention should be given to improved scores when looking at the quality and cleanliness of our buses as well as comfort on board, and most importantly of all, around service reliability.”

Nick Knox added: “While these results are very pleasing, we are never complacent and we have many more improvements in the pipeline. We want to make sure that our service is the very best we can deliver.”

These results follow Arriva North East’s continued investment in local bus services. During last year Arriva North East invested £10 million in new buses for its local communities and in 2013 they will be introducing environmentally friendly new hybrid and gas buses on specific routes in Darlington and along their Coastliner route.

“Going forward,” Nick continues, “We will be focusing on punctuality and service frequency alongside cleanliness, smoothness of ride and seat availability. This exercise really is critical to helping us improve our delivery and to increase customer advocacy.”

Related organisations

Related people