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Customer and passenger satisfaction

We are passionate about improving our customer experience and satisfaction. Our customer and passenger satisfaction surveys help us to measure these variables, identifying what we do well and where we can improve.

We are passionate about improving our customer experience and satisfaction.

Our customer and passenger satisfaction surveys help us to measure these variables, identifying what we do well and where we can improve. You can see our 2015/16 and historic performance data here. Commentary on our 2015/16 performance is below.

First Bus 

In First Bus, overall satisfaction remains high but we are seeing worsening congestion across many of the towns and cities we serve, which is impacting punctuality and slowing our buses down. The effects of this are clearly shown in these results. We anticipate our roll out of additional customer benefits such as smart ticketing and real time information, investment in new vehicles and continued focus on ever more punctual and reliable services to have an impact on these metrics in the future.

First Rail

The latest results of the independent Transport Focus National Rail Passenger Survey of customer satisfaction, conducted in Autumn 2015, showed that all of FirstGroup’s train operating companies scored the national average of 83% or higher. Hull Trains topped the table with their highest ever satisfaction score at 97%, ten points higher than the average of long distance operators. The operator also scored an unprecedented 100% satisfaction on its weekend services and topped the satisfaction league for punctuality and reliability. GWR increased its year-on-year measure for overall satisfaction by three points to 84%, its highest score since the National Rail Passenger Survey began in 1999. TPE scored 83%, up from 82% year-on-year.

Greyhound

Satisfaction with our Greyhound businesses remained high in 2015/16, particularly on our Greyhound Express and BoltBus services, with a majority of passengers across Greyhound stating that they would recommend our services to others. 

First Student and First Transit

Both First Student and First Transit continue to demonstrate a high level of overall customer satisfaction. The First Transit ratings now include First Vehicle Services scores. As well as strong overall satisfaction scores, both divisions continue to be rated highly in other key metrics, such as likelihood to recommend, commitment to safety and satisfaction with local teams.