Passengers
Approach
Our passengers are at the heart of everything we do. A commitment to delivering high levels of customer satisfaction is one of our core values and the better our service the more we will encourage greater use of public transport. People make more than one billion journeys with us each year for work or leisure and we strive to make those journeys hassle-free.
Nothing is more important than offering our passengers a high quality service they can rely on. The National Passenger Survey by Passenger Focus is an important measure of this. Their latest survey shows that the majority of people using Southern, Southeastern and London Midland found the service they received were satisfactory or good. Southeastern’s high speech domestic rail service has one of the highest satisfaction ratings of any railway service in the country. It is dramatically reducing journey times for many passengers.
We have also commissioned Passenger Focus to conduct an independent passenger survey of our bus operations which will be published this autumn. The last survey conducted by Passenger Focus published in July last year showed that Brighton & Hove Buses were top of the league for bus passenger satisfaction in England with a 92% satisfaction ranking. Across our bus companies, high levels of punctuality continue to be enjoyed by our passengers.
We know that we are only as good as your last journey and every aspect is important to us – accessing information about services, buying a ticket, helpful staff on our trains, stations and buses. We are introducing smartcards across our bus services so that journeys are even more convenient and easy to pay for.
Our passengers are at the heart of everything we do. A commitment to delivering high levels of customer satisfaction is one of our core values and the better our service the more we will encourage greater use of public transport. People make more than one billion journeys with us each year for work or leisure and we strive to make those journeys hassle-free.
Go-Ahead is making it easier to buy tickets and to travel. On Southern, the LocoToledo marketing campaign has led to a rise in leisure travellers buying tickets online rather than from their local ticket office – an increase in online sales from £1.5m to £15m in the space of three months. ‘The key’ – our new smartcard which can be topped up online and used on both trains and buses, will be fully rolled out across the Group over the next twelve months. We are also embracing social media, and using Twitter and Facebook as an additional means of updating passengers on many of our services. Metrobus and Go North East made excellent use of social media during the bad weather earlier this year to key passengers informed.
Over 5,000 secure cycle spaces at train stations
Over 20% of journeys made by passengers using smartcards