(04 Aug 2019, 11:56 am)ifm001 wrote

I used to be regular user of X9/X10 at Testos. Daily Monday to Friday.   I always got the 0558 X9 to Middlesbrough and when diverted and omitted Testo, how on earth do you guys at GNE think someone can get to Heworth for that time of the morning without incurring taxi costs etc. I lost count of the number of times I contacted GNE and we discussed alternative diversions will still observed Boldon near to Testos all to no avail. GNE were not willing to listen to suggestions and when I contacted Martijn he referred me back to customer services.

Those if you on here who don't use Testos roundabout. Try it for a month and see how much patience you have at the end.

Hence I learned to drive. Passed my test, and avoid Testos like the plague. But not all of us have this luxury now. There are still a lot of customers having to put up with this.

Mind you if we lived elsewhere there would be shuttle buses provided as in most other diversions but no we aren't entitled to them either.

I think you make some good points there, which really emphasise the importance of the customer being a priority.

Whilst previous comments have focused on, on-bus technology; your points have reiterated the fact that operational requirements often come first.

You were a minority.

You now don't bother.

The operator have now lost a passenger, due to the inconveniences and problems you faced.

(04 Aug 2019, 1:13 pm)Dan wrote Wouldn't that then lead to some operators doing it, and others not? One being more customer-focused, the other less so (just how, using your example, some operators will paint buses more frequently than others)?

I don't think the answer is as simple as you suggest. Alas, here in the North East (until later this year anyway) Stagecoach have still not equipped a single one of their buses with this system (whereas a fair proportion of the Arriva and Go North East fleets are).

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Isn't that what makes the businesses stand out above others?

The customer focused ones spend their time (appearing to anyway), making the customer the priority. Making the customer feel important.

That tends to be why those businesses succeed.

Wants, needs and expectations.

When those expecations are exceeded, then the business knows it is on the right track.

I've recently been working with a multinational organisation and developing their customer service offer.

It was an eye-opener!

When needs aren't met (stops missed, customers not informed of changes/given conflicting information etc), then the loyalty, trust and whatever else isn't achieved.