Increase in satisfaction for bus passengers in Norfolk

The results of a national bus passenger survey published by independent watchdog, Passenger Focus, have revealed that First’s customers in Norfolk have seen an increase in satisfaction.

89% of First’s customers in Norfolk said that they were ‘very satisfied’ or ‘fairly satisfied’ with the service in the county – a 2% increase since 2011.

Passenger Focus’ National Bus Survey is considered the bus industry’s definitive gauge of passenger satisfaction. The survey was carried out between 8 September and 1 December 2013.

The survey also noted improvements in punctuality, the cleanliness and appearance of the buses and drivers’ attitudes.

Managing Director of First Eastern Counties, David Squire, said: “We are thrilled with our score which reflects the hard work and commitment of all my colleagues. We’ve got excellent teams in place at our depots who are improving our services and helping encourage more people to travel with First.” Laurie Egan, Norfolk County Council’s Travel Network Manager added; “We work very closely with bus operators in Norfolk and these are encouraging results which show that initiatives like our Quality Bus Partnership is helping them deliver higher quality, more reliable services which their passengers want.

First Eastern Counties operates out of three locations in Norfolk – Norwich, Great Yarmouth and King’s Lynn. A restructure took place in 2013 which gave greater autonomy to the local teams, which is helping the company deliver better services for customers and contributing to the improved Passenger Focus score.