Annual survey shows Arriva puts customers first
Arriva buses is celebrating success after achieving fantastic results in its annual Customer Satisfaction Survey.
Putting passengers first
The bus company, which believes in putting passengers first, saw for the second year running that 92 percent of all customers were satisfied with their overall journey onboard an Arriva bus.
In addition, Arriva scored highly in a series of important categories, including: ease of access getting on and off buses; the presentation and attitude of its drivers; and the methods available to purchase a ticket.
Arriva has run the annual survey for the last eight years, and the company is delighted to announce that it has maintained satisfaction levels year-on-year despite the tough trading conditions in the current economy.
The survey forms an important tool in helping the company prioritise what customers value most and then deliver sustained improvements in these areas. The survey revealed that while eight out of ten passengers were satisfied with the punctuality of their bus, the company has made improving this the number one priority for 2012.
Mike Cooper, managing director for Arriva UK Bus, said: “We are extremely pleased with the customer satisfaction survey results as they reflect all the hard work and effort that Arriva staff have put in over the past year to make sure our customers are happy.
“Above everything else, I think the fact that 92% of our passengers were satisfied with their overall journey with Arriva shows that we provide an efficient and valuable service for the local community.”
The survey revealed that, following a significant investment in brand new buses fitted with low floors across the UK, 93 percent of customers stated they were happy with the ease of access getting on and off an Arriva bus.
It also highlighted the impact and success from the company’s award winning m-ticket technology. Nine out of ten passengers (92%) said they were extremely satisfied with the ease of buying a ticket for each individual journey.
Finally, the results emphasised the importance the bus company places on its customer service training, with 91 percent of customers who said they were satisfied with the overall appearance and friendliness of Arriva bus drivers.