(01 Jan 2015, 2:16 pm)tyresmoke wrote We do have mystery shoppers but we also have the Sapphire implementation team (people from various divisions) who travel around checking - they were in the North East a few weeks ago.... wonder what they thought of Ashington's offering??

And with this in mind, what powers do these people have to put things right or is it just a case of a jolly around the UK to look at buses?

If there is an implementation team which is part of Arriva UK and not local management, how come we have different standards across the Sapphire brand - things like different colour destination displays.