(26 Mar 2014, 3:39 pm)Marcus wrote The other 2/3 probably don't care or know that their complaints or compliments won't be answered or dealt with. I mean, with this employment system now, the whole first warning and final warning thing, probably about ten complaints have to be put in before they even think about looking at the employees data, that probably goes for most companies! I have never seen an inspector or a manager 'out and about on the buses' like the website stresses they do. Most managers just sit in their offices and work on their desktops. I've once put a formal complaint in about the way a clerical staff member spoke to me, and I got that standard email back saying 'it would be dealt with', still see him out and about! It drives me up the wall, thank the lord for Bus Users!

My original comments were never aimed at one particular operator. I've made my views on Passenger Focus clear before, and I was just using this annual report as another opportunity to do that. I can't blame the operators trying to have a sing and dance about it, but it really doesn't register with anyone outside of that company. It's seen as nothing more than an annual ego-realignment exercise.

I am glad the operators choose to use an independent body to survey their customers, rather than carrying out an internal based exercise. I just feel that the "respected" Passenger Focus don't go nearly as far enough.

How about using meaningful methods of collating passenger views, rather than using some obscure "sampling technique" that impresses nobody but a couple of suits sitting in front of a PowerPoint presentation?

• Hold a series of meet the management sessions in each area that services cover. Make those sessions accessible to everyone, including those that work. Survey those that attend.
  
• Implement a feedback system for all customer services tickets raised. Offer callers the opportunity to do the same after their call.
  
• Have managers regularly use services and survey those using them.
  
• Make the survey relevant and to the point. The Passenger Focus one is too in depth.
  
• Randomly visit 'hot' bus stops (i.e. those that have high loadings), and survey those waiting for buses.
  

This is a lot more personal than someone from a independent company dumping a form on you, without any explanation.