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Arriva in Yorkshire

Increased satisfaction for Yorkshire bus passengers

22 February 14


Nine out of ten Arriva Yorkshire bus passengers would recommend their bus service to family and friends, with overall customer satisfaction levels in the region increasing to 94%, 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 services across Yorkshire.

Nigel Featham, managing director for Arriva Yorkshire, 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 staff across the network and we were really delighted to receive this report. Particular mention should be given to improved scores around bus interiors and exteriors as well as smoothness of ride, and most importantly of all, around service reliability.”

Nigel Featham 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 Yorkshire’s continued investment in local bus services. During last year Arriva Yorkshire invested £12 million in new buses for its local communities.

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