Passenger Focus
Passenger Focus
(27 Mar 2014, 3:18 pm)eezypeazy No, it's not a 'pitiful response'... it's a representative sample... please look at the Sampling article I linked to earlier.
If you have issues with the sampling, then take it up with Passenger Focus!
(27 Mar 2014, 3:18 pm)eezypeazy No, it's not a 'pitiful response'... it's a representative sample... please look at the Sampling article I linked to earlier.
If you have issues with the sampling, then take it up with Passenger Focus!
(27 Mar 2014, 3:37 pm)aureolin It still doesn't improve the number of actual responses received, does it? As I've said before, sampling techniques and PowerPoint presentations may impress a couple of suits, but it's a million miles away from the real world.
Companies need to do more to reach out to their customers, if they really value their opinions. What is your opinion on the methods I mentioned above? Or is it much more comfortable for execs to hide behind a surveying technique...
(27 Mar 2014, 3:37 pm)aureolin It still doesn't improve the number of actual responses received, does it? As I've said before, sampling techniques and PowerPoint presentations may impress a couple of suits, but it's a million miles away from the real world.
Companies need to do more to reach out to their customers, if they really value their opinions. What is your opinion on the methods I mentioned above? Or is it much more comfortable for execs to hide behind a surveying technique...
(27 Mar 2014, 3:59 pm)eezypeazy 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!
(27 Mar 2014, 3:59 pm)eezypeazy 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!
(27 Mar 2014, 3:59 pm)eezypeazy 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!
(27 Mar 2014, 3:59 pm)eezypeazy 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!
(27 Mar 2014, 4:32 pm)Andreos Constantopolous No idea how to do it, but I wonder if the mods on here can set up a poll, with several similar questions - just to see what we all think of GNE.
Obviously the responses will be based on a sample of paying/conc pass holders, but at least they will all be people who have never been asked by Passenger Focus.
(27 Mar 2014, 4:32 pm)Andreos Constantopolous No idea how to do it, but I wonder if the mods on here can set up a poll, with several similar questions - just to see what we all think of GNE.
Obviously the responses will be based on a sample of paying/conc pass holders, but at least they will all be people who have never been asked by Passenger Focus.
(27 Mar 2014, 5:27 pm)Dan Passenger Focus is not limited to Go North East, and aureolin has said that the discussion wasn't aimed at one particular operator - surely we'd have to do it for all three main bus operators in the North East and not just one of them..?
(27 Mar 2014, 5:27 pm)Dan Passenger Focus is not limited to Go North East, and aureolin has said that the discussion wasn't aimed at one particular operator - surely we'd have to do it for all three main bus operators in the North East and not just one of them..?
To play devil's advocate, it would be interesting to see the reaction of bus operators if the result for 'Overall Satisfaction' hovered around the 20-30% mark instead of 80-90%.
Would the same survey be dismissed as irrelevant and unrepresentative through the sampling techniques used? Would the folks at Passenger Focus be branded as operating under a particular agenda?
(27 Mar 2014, 5:27 pm)Dan Passenger Focus is not limited to Go North East, and aureolin has said that the discussion wasn't aimed at one particular operator - surely we'd have to do it for all three main bus operators in the North East and not just one of them..?
Indeed, even bus operators outside of the North East are celebrating the results. See an example from Lothian Buses here.
Regarding the sample size used, is this number/percentage based on what Passenger Focus deem appropriate or what the operators themselves deem appropriate? I've always thought that they were quite a respectable body.
(27 Mar 2014, 5:27 pm)Dan Passenger Focus is not limited to Go North East, and aureolin has said that the discussion wasn't aimed at one particular operator - surely we'd have to do it for all three main bus operators in the North East and not just one of them..?
Indeed, even bus operators outside of the North East are celebrating the results. See an example from Lothian Buses here.
Regarding the sample size used, is this number/percentage based on what Passenger Focus deem appropriate or what the operators themselves deem appropriate? I've always thought that they were quite a respectable body.
(27 Mar 2014, 5:37 pm)AdamY To play devil's advocate, it would be interesting to see the reaction of bus operators if the result for 'Overall Satisfaction' hovered around the 20-30% mark instead of 80-90%.
Would the same survey be dismissed as irrelevant and unrepresentative through the sampling techniques used? Would the folks at Passenger Focus be branded as operating under a particular agenda?
(27 Mar 2014, 5:37 pm)AdamY To play devil's advocate, it would be interesting to see the reaction of bus operators if the result for 'Overall Satisfaction' hovered around the 20-30% mark instead of 80-90%.
Would the same survey be dismissed as irrelevant and unrepresentative through the sampling techniques used? Would the folks at Passenger Focus be branded as operating under a particular agenda?
(27 Mar 2014, 6:05 pm)aureolin Comes down to these sampling techniques that eezypeazy keeps referring back to. Boils down to them handing out surveys based on age, gender, race, or what have you. In GNEs case, out of a total of 693 responses;
* Fare Paying 323 (46.6%)
* Free Pass - 364 (52.5%)
* Age 16-34 - 137 (19.7%)
* Age 35-59 - 206 (29.7%)
* Age 60+ - 336 (48.4%)
* Commuting - 191 (27.5%)
* Not-commuting - 467 (67.3%)
* Has a disability - 194 (27.9%)
So if every single customer was given a survey, they'd expect the responses to come from the same proportions per grouping. I just don't think it paints a true picture at all. Why no scholars for example? Only 27.9% of commuters? ...
(27 Mar 2014, 6:05 pm)aureolin Comes down to these sampling techniques that eezypeazy keeps referring back to. Boils down to them handing out surveys based on age, gender, race, or what have you. In GNEs case, out of a total of 693 responses;
* Fare Paying 323 (46.6%)
* Free Pass - 364 (52.5%)
* Age 16-34 - 137 (19.7%)
* Age 35-59 - 206 (29.7%)
* Age 60+ - 336 (48.4%)
* Commuting - 191 (27.5%)
* Not-commuting - 467 (67.3%)
* Has a disability - 194 (27.9%)
So if every single customer was given a survey, they'd expect the responses to come from the same proportions per grouping. I just don't think it paints a true picture at all. Why no scholars for example? Only 27.9% of commuters? ...
(27 Mar 2014, 6:10 pm)aureolin I wonder why none of the big three operators use a independent body to independently survey their own workplaces? Great Place to Work for example. Quick search reveals that neither Stagecoach, Arriva or the Go Ahead Group have achieved this status... what works for the customer works for their own surely?
(27 Mar 2014, 6:10 pm)aureolin I wonder why none of the big three operators use a independent body to independently survey their own workplaces? Great Place to Work for example. Quick search reveals that neither Stagecoach, Arriva or the Go Ahead Group have achieved this status... what works for the customer works for their own surely?
(27 Mar 2014, 6:11 pm)Dan Would be difficult to survey the scholars, I guess. I'm sure you've been on a morning bus which has a school on route with scholars packed against the windows.
Even still, would they care? I know most of the lads on my bus wouldn't appreciate being questioned on their travel arrangements.
(27 Mar 2014, 6:11 pm)Dan Would be difficult to survey the scholars, I guess. I'm sure you've been on a morning bus which has a school on route with scholars packed against the windows.
Even still, would they care? I know most of the lads on my bus wouldn't appreciate being questioned on their travel arrangements.
(27 Mar 2014, 6:22 pm)citaro5284 GNE do I am afraid....we have just recently had a survey for all staff from cleaners through to Senior Managers. The results have just been published to the main Go Ahead board as well as GNE Directors.
(27 Mar 2014, 6:22 pm)citaro5284 GNE do I am afraid....we have just recently had a survey for all staff from cleaners through to Senior Managers. The results have just been published to the main Go Ahead board as well as GNE Directors.
(27 Mar 2014, 6:25 pm)aureolin I've went through a similar process with every comopany I've worked for (usually annually) and they encouraged everyone to participate. As a result, the response rate always ended up in the 80% range.
(27 Mar 2014, 6:25 pm)aureolin I've went through a similar process with every comopany I've worked for (usually annually) and they encouraged everyone to participate. As a result, the response rate always ended up in the 80% range.
(27 Mar 2014, 6:25 pm)Andreos Constantopolous I can see exactly where you are coming from, but who are the future of bus travel?
Add to that, the abc1's, who make the company money - then look at their sample size compared to the people who don't bring money into the company.
If you were the MD an organisation, looking to grow, looking to develop and need to make money - who would you want to be consulted?
Which passengers do you want to be happy, comfortable and satisfied using your services into the future?
(27 Mar 2014, 6:25 pm)Andreos Constantopolous I can see exactly where you are coming from, but who are the future of bus travel?
Add to that, the abc1's, who make the company money - then look at their sample size compared to the people who don't bring money into the company.
If you were the MD an organisation, looking to grow, looking to develop and need to make money - who would you want to be consulted?
Which passengers do you want to be happy, comfortable and satisfied using your services into the future?
(27 Mar 2014, 6:58 pm)aureolin This is true, and I also see Dan's point, but there's always ways and means. It doesn't represent a true proportion to completely exclude them from such survey. When I was in school, we used to do research surveys for different universities from time to time. If Passenger Focus got the LEA's buy in they could get a representation from the 11-15 age group.
(27 Mar 2014, 6:58 pm)aureolin This is true, and I also see Dan's point, but there's always ways and means. It doesn't represent a true proportion to completely exclude them from such survey. When I was in school, we used to do research surveys for different universities from time to time. If Passenger Focus got the LEA's buy in they could get a representation from the 11-15 age group.
(27 Mar 2014, 7:28 pm)Andreos Constantopolous ...You're still not able to understand sampling, are you? And how samples are representative? And how the same technique has been rigourously applied across the country?
Makes the paltry percentage questioned in the bus survey even more laughable...
(27 Mar 2014, 7:41 pm)eezypeazy You're still not able to understand sampling, are you? And how samples are representative? And how the same technique has been rigourously applied across the country?
(27 Mar 2014, 7:41 pm)eezypeazy You're still not able to understand sampling, are you? And how samples are representative? And how the same technique has been rigourously applied across the country?
(27 Mar 2014, 7:41 pm)eezypeazy You're still not able to understand sampling, are you? And how samples are representative? And how the same technique has been rigourously applied across the country?