(25 Aug 2014, 7:50 pm)aureolin wrote I'd assume management would get complaint statistics every month or quarter. They'd usually deep dive those statistics into categories, and then further down to specifics. So it all helps. I'd be surprised if operators didn't do that anyway!
Indeed. Like I said yesterday, feedback (positive or negative) all helps improve the bus network.
One could suggest that regular service changes are bad (and arguably this may be so if bus operators are constantly cutting at individual runs which aren't profitable), but if service changes are designed to improve reliability and increase customer convenience, I'd suggest it's the opposite...
I'm very surprised (and impressed) that Go North East got back in touch with Adam today - kudos to them, and a good customer service experience which should be logged in our "Customer Services" thread!
(25 Aug 2014, 7:55 pm)BJ10VUS wrote Well, nothing will instantly change, considering it takes a minimum of 56 days to get a service change and do VOSA "stuff", as well as the fact a new timetable would have to be planned, and so on. You'll have to be patient, but you never know...
Each service is regularly reviewed - profits being taken, lost mileage, customer complaints (you get the picture). As you say, nothing will instantaneously happen as a result of Adam's complaint, but providing others have experienced services M2/M3 being late regularly too, things definitely could change in the future.
If services are running late and a PVR increase can be justified (ie the vehicles are available and it is thought that the service won't suddenly make a loss), the PVR will increase. A recent example of this is on the TEN network of services.
If a PVR increase cannot be justified, the company may look at re-routing the service to see if that works better. Any service suggestions made to the company via e-mail or to the local press will then be considered. I think we could consider a recent example of this being the Toon Link, where service 11 has been re-routed slightly at Crawcrook.
If lost mileage as a result of breakdowns is the issue, and the service is worthy of an upgrade, it will be discussed by members of management who can then look at the future fleet position (especially when new buses are due) to see if newer or more reliable vehicles can be drafted in. A recent example of this is on the Wear Tees Xpress service.
It's a waiting game from now. Like I say, as an irregular user of the M2/M3 services, I have not had any issues with timekeeping (so I'd suggest that there's not a massive problem as I can't hit lucky with buses being on time every time I use them). If issues have been reported on several occasions and lost mileage figures provide evidence for there being an issue, progression for improvements may be made.