(27 Mar 2014, 3:59 pm)eezypeazy wrote That's a bit harsh, isn't it, considering the lengths that we all know GNE goes to... customer services manned seven days a week; all complaints properly investigated; customer consultations ahead of changes; facebook, twitter, etc to communicate with customers... and then, to top it all an independent body comes along and independently surveys a representative sample of fare paying and non-fare paying passengers; it uses the same technique across the UK, and hey, Tyne and Wear's got the best bus services of any of the Metropolitan areas, as perceived by the people that matter, ie., the customers!

I've already said earlier in this thread that this isn't aimed at one particular operator? Why have you turned it into an attack on GNE? That's certainly not where my points are aimed...

Customer service has not been a 9-5 operation for a long time now, and it's a welcome move to see GNE move outside of that model.

Complaints may be properly investigated, and that may be visible internally, but why do so many people make negative reference to 'standard responses'? I've myself received an identical response whenever I've had to make a complaint.

Last few customer consultations have been limited in scope? The online version has been removed. I would agree that this is something GNE do well, if only they brought back the online version.

Not arguing the point, but if Tyne and Wear have the best bus services of the Metropolitan areas, why is it the first trying to drive QCS in to regulate the market? People wouldnt complain to councillors and MPs about 'the best', so they'd have no case to push the ITA in the first place? Unless were saying that even the best we've got is not good enough...