Investment strengthens Arriva’s customer satisfaction

24 March 16


Arriva UK Bus has been highlighted as the only national operator to achieve year on year growth in customer satisfaction in the results of the 2015 Transport Focus Bus Passenger Survey.

The annual report, which analyses the feedback of approximately 40,000 passengers nationwide, saw Arriva UK Bus achieve 89 per cent overall satisfaction across its national network, as well as being scored as the top operator for comfort of seats (79 per cent), journey length (86%) and interior condition (82 per cent).

Arriva has credited its success to its ongoing commitment to improving the onboard experience for passengers.

Over the past year, the business has invested more than £17m in the roll-out of premium Sapphire and express MAX branded services, which both feature luxurious e-leather seating and optimum leg-room, along with the refurbishment of existing fleet to better match customer demand for higher standards.

Kevin O’Connor, managing director for Arriva UK Bus said: “We really value the feedback we obtain from the Transport Focus survey and are particularly happy with the latest results.

“We have invested heavily in researching what our customers expect from their journeys and have used those findings to redefine what bus travel should look like. In the first year following the launch of Sapphire alone, we achieved an average of 10 per cent revenue growth across just four test routes, with an increase of 9 per cent of users who were ready to recommend their bus service to others. We learnt from this. It showed us that our instincts were right; we could be doing better for our customers, and that when we did, we would reap the rewards.

“Since then, we have applied those same standards to our other brands, as well as across all our new Arriva vehicles – which now also have superior e-leather seating and WiFi as standard. It’s this kind of dedication to shaping the standards of what the market delivers to our customers which we believe is delivering the kind of results that the Transport Focus survey has revealed.”

Other standout results from the Transport Focus survey saw Arriva named as the highest scoring operator for ‘punctuality’ (77 per cent), thanks to the launch of its innovative journey planning app with real-time tracking, which effectively manages the customers’ expectations for their travel experiences and giving them greater control of their regular journeys. The real-time GPS tracking not only improves the overall customer perception of punctuality, but it also plays a significant role operationally, as it allows for more accurate punctuality reporting on a local level.

“Whilst the results we have achieved this year are testament to the efforts we have made to improve customer experience throughout all our operations, we will not become complacent,” added Kevin. “We are committed to long-term development our service provision to ensure we are able to continue reaching the standards our customers expect of us.”

The 2015 customer satisfaction survey, canvassed opinions across themes including bus stops, vehicle exterior and interior, as well as journey experience.