Annual survey offers encouraging signs for Arriva South East

Passengers have hailed more new buses, well turned out friendly drivers, and tickets on mobile phones as reasons to give a thumbs-up to bus company Arriva South East.

Arriva South East’s annual Customer Satisfaction Survey of almost 5000 customers show for the second year running that 92 percent were satisfied with their overall journey onboard an Arriva bus.
 
In addition, Arriva South East 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.
 
The annual survey has been running for the last eight years, and the company has maintained satisfaction levels year-on-year.
 
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.

Linsey Frostick, regional marketing manager for Arriva South East, said: “The customer satisfaction survey results 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, 94 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 (91%) 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 92 percent of customers who said they were satisfied with the overall appearance and friendliness of Arriva bus drivers.