New figures released today show that the number of people using First buses in Aberdeen is on the rise. Compared to the same period last year First is now welcoming on board an extra 1,000 customers a day.
The news was welcomed by First Aberdeen Director and General Manager, Duncan Cameron, who said he was pleased that First’s bus services are encouraging more people out of their cars and therefore helping the city’s congestion problems.
First Aberdeen also confirmed today record customer satisfaction levels with 87% of customers reporting they are either ‘quite satisfied’ or ‘very satisfied’ with First Aberdeen’s services.
Over the last 12 months First has introduced a range of service improvements and investments that have driven up satisfaction levels and attracted more customers onto its buses. The improvements include: an enhanced network with services on many routes running more often; a 10% increase in the number of buses on the network; a £3.5m investment in 23 brand new buses; a host of fares promotions across most routes; more journeys starting on time; and the introduction of First’s industry leading customer focused Platinum services, which since launching in November are already delivering an extra 1,000 customers on average per week.
Duncan Cameron, Director and General Manager, of First Aberdeen, said: “Everyone at First Aberdeen is focused on delivering a better service for our customers. I’m delighted that we have conclusive proof that our efforts are being rewarded - we are not only attracting more customers but we’re also enjoying record customer satisfaction scores.”
He continued: “I’m extremely proud that the wide range of initiatives we’ve introduced to improve bus travel are succeeding. The increase in customers on our Platinum services is exceptionally pleasing given it was launched just last month.
Talking about the city’s congestion problems Duncan Cameron added: “Bus services are one of the solutions to improving congestion issues and therefore the increase in customers is extremely encouraging. Our buses are moving an extra 1,000 people daily – that’s up to 1,000 less car journeys on the city’s road network every day.
“We are determined to keep up the momentum and will continue working hard to improve our services. We want to encourage more people out of their cars and onto our buses, which will help free up road space for all and help ease congestion. We are moving in the right direction and our customers can look forward to a host of exciting improvements in 2014.”
First Aberdeen has introduced a range of initiatives and investments to improve bus travel for its customers over the last 12 months:
· In November, First revealed its Service 19 Platinum buses. First’s £300k investment is designed to improve almost every aspect associated with bus travel including: no quibble guarantee; improved customer service training for dedicated Platinum drivers; free wi-fi; leather seats; TV screens featuring 24 hour news; and refurbished interiors and exteriors.
· First has invested £3.5million in 23 brand new buses this year. The new vehicles, which are fitted with leather seats and complementary wi-fi, entered service on July 1.
· First Aberdeen’s punctuality and reliability performance has never been better with 95% of all services leaving on time.
· In its most recent fares review (March 2013) First held in price or reduced the majority of its ticket types.
· The company has run a number of fares promotions on various routes within its network in 2013 and in October permanently reduced its Family Weekend Day ticket by 25%.
· The company is undertaking a fleet refresh programme which is improving the exterior of all its buses and the interiors of many of its buses. First’s Park and Ride fleet have been rebranded and refreshed.
· First launched a network wide ‘Customer Promise’ whereby passengers can claim a free travel voucher if they are unhappy with any aspect of the service (within First’s control).
· First Aberdeen has secured the services of eight regular customers to form a Customer Panel to provide mystery shopper evaluations on its bus services.
Since September 2009, First has contracted an independent company to monitor, on a quarterly basis, customer satisfaction. The latest statistics (from October) indicate that 87% of customers are either ‘quite satisfied’ or ‘very satisfied’ with First’s services, a record for the company.