(27 Mar 2014, 3:37 pm)aureolin wrote 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...

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!