06 Jan 2020, 12:44 am
#45
(06 Jan 2020, 12:29 am)omnicity4659 Bus operators competing against each other is futile in today's climate. What needs to be happening is more innovation and competition against the car and app-based services such as Uber and Blueline.
Customer service and "tone of voice" towards customers needs to change too. I bank with Monzo and they have some of the best public relations I've ever seen. Companies such as Arriva, GNE and Stagecoach should take some lessons. And I can't count how many times good PR is drilled into my head at the company I'm involved with - and our customers are some of the most satisfied in the industry (89% of customers are happy with us!). I cringe when I see some of Arriva's responses to Twitter and Facebook queries and complaints!
Routes, vehicles and staff need to be invested heavily in, they're the three things that run a bus company in the eyes of the public. A hard-to-understand bus network, complicated ticketing options, pitiful cross-boundary multi-modal ticket options, tatty and dirty buses and rude staff drive people away. A shiny paint job does nothing.
The bus will never compete with the car, a taxi or app-based service like Uber. Buses have their place, but are not true competition, and they never will be.
Customer service is poor on Stagecoach and outstanding on GNE in my experience, broadly speaking. However there has been good customer service on Stagecoach and poor customer service on GNE. GNE customer service is good on social media and live chat as far I know. Arriva has a reputation for poor customer service, but I never use Arriva so won't comment too much. Gateshead Central Taxis has terrible customer service and Stanley Travel has outstanding customer service. Customer service is clearly inconsistent within the companies, and the industry. There is work to be done for certain. Buses will never be perfect, and will never be the best way to commute.
