(29 May 2016, 11:39 am)South Tyne Lad wrote Though customer satisfaction is what draws new customers in, So in a way it has to be done.
I wouldn't say customer satisfaction is what brings in new customers - that is what retains existing customers.
Go North East's latest passenger satisfaction figure is at 89%:
http://www.simplygo.com/newsroom/#/news/...vey-163903
Value for money is probably one of the leading factors in bringing in new customers, which, according to the above article, is up 5% compared to last year. I think more could be done to improve value for money on evenings and Sundays (when the frequency on most services is reduced), and is possibly one of the reasons why that percentage is still fairly low, at 67%. Arriva North East's 'five for a fiver' ticket, which allows unlimited travel in a specified zone after 7pm, is a step in the right direction in providing value for money on evenings.