I had meant to post this over the weekend, but completely forgot.
Although it isn't concerning an operator in the NE, it certainly shows how far they need to go.

I have used Brylaine on two different occasions now and have been impressed with them for a number of reasons.
The quick reply when emailing them regarding fares and their attitude towards passengers.

Last week, saw a major road into Woodhall Spa closed. It was supposed to be three days, but delays meant the closure ran onto the fourth day.
Despite the lengthy diversion and inevitable delays, drivers were still going out of their way to advise passengers of the closure and the shuttle bus that was to be used between Woodhall and Tattershall Market Place.

On the one Boston run of the day from Woodhall on Thursday morning, the driver was stopping at southbound stops, reminding Lincoln bound passengers on the opposite side of the road, of the closure and lack of through buses.
He advised them of the shuttle, waited as they crossed roads and took them to Tattershall.

Another driver on a late Boston run from Lincoln, got in touch with control regarding passengers he was dropping at Tattershall. The shuttle bus had ended for the day, but he was authorised to divert on a 12mile round trip to drop passengers off.

I got on a Lincoln bound bus at the end of the day, intending to get off at Tattershall for the connecting shuttle - to find the driver excuse the fare (was only a short ride).

The Kier 65 from Sleaford to Horncastle also diverted into Woodhall on at least one occasion to help passengers out too.

I appreciate the firm are quite small, but would you find any of our local companies doing these things?
If operators are glowing in their Passenger Focus results and believe they are the be all and end all of how customers perceive the company - maybe it is time they sample someone like Brylaine, who don't just rely on Passenger Focus to get their heads patted and given a 'well done' sticker.

The latest post re Leven Valley and Jimmi's experiences, just seem to back up what I say, about the independents being bothered and acting on feedback too.