(27 Mar 2014, 10:11 pm)Dan wrote Are they given an option of what could be improved? Possible route diagrams to show that the company have thought about ways in which changes could be made to benefit the customer - by creating new links, upgrading frequency, etc?
I'm shocked if Arriva are leaving all of the work to customers. I do think customers should have a say, but I don't think that they should have the ability to completely decide on improvements (I'd imagine it would lead to a lot of completely irrational suggestions with such a large range that it would have been pretty pointless to carry out the survey in the first place). Giving them the opportunity to select from a number of options which the company has thought of, often based on e-mails sent in to the Commercial Team often via Customer Services (as is the case with GNE), seems a lot better to me.
Just to show exactly what the survey is:
