Arriva achieves customer satisfaction growth

Overall customer satisfaction levels of Arriva bus services across the UK have increased to 93 per cent, according to the operator’s latest independent survey.

The survey, which is carried out annually, tracks all aspects of passenger satisfaction and monitors service quality. The questionnaires were completed by over 15,000 customers with results showing significant improvements in the perception of aspects such as reliability and value for money.

Kerry Burgess, head of customer service, 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 year, we averaged a 3 per cent boost on last year’s results in how people viewed key issues such as fares and punctuality. However, we are also particularly pleased with improved scores in cleanliness and condition of our vehicles, which really do reflect not only the major investments we have made to upgrade our fleet and services, but are also direct consequence of the hard work done by our employees across the network.

“Whilst the results are testament to the efforts we have made to improve customer experience, we will not become complacent. We are committed to developing our service provision to ensure we are able to continue reaching the standards our customers expect of us.”

New customer focused initiatives due to launch during 2015 include an improved version of the m-ticket, phase 2 of the hugely successful Arriva Bus app, and the potential integration of smart cards across certain parts of the country.

A further 5 new premium Sapphire routes will also be introduced, to offer customers greater connectivity, comfort and reliability. Elsewhere, additional Arriva branded routes have been planned to improve environmental and service efficiencies.

Kerry Burgess continued: “Significantly, we are not only investing in new fleet and technology to ensure we are able to maintain our customer’s satisfaction, but we are also pledging to invest in our employees too, so that they remain engaged in delivering the exemplary service we strive for.

“By working towards Investors in People accreditation, or recognising those within the business who make a difference through our own internal awards scheme (M.A.D Awards), we are continually showcasing not only our commitment to team work, but also the impact it has on our customer’s journeys.”

The 2014 customer satisfaction survey, canvassed opinions across themes including bus stops, vehicle exterior and interior, as well as journey experience.

Other notable results include:

  • 75% agree that Arriva buses make their life easier
  • 70% of customer would recommend our services to friends and family
  • 46% prefer Arriva to other bus operators
  • 18% of our customers have said / written something positive about Arriva recently