The Passenger Focus survey results are announced today.

(26 Mar 2014, 10:05 am)eezypeazy wrote The Passenger Focus survey results are announced today.

Some points from that survey.

Fare paying passengers - Only 27% were v satisfied and 38% were satisfied.

Pass holders (conc) were 90% satisfied (95% on GNE)

The whole survey is skewed by the inclusion of non fare paying passengers

Some scores for GNE have actually dropped. Anyone downloading, GNE's breakdown is on page 90 (ironic eh!)

(26 Mar 2014, 10:45 am)gtom wrote Some scores for GNE have actually dropped. Anyone downloading, GNE's breakdown is on page 90 (ironic eh!)

Which scores have dropped compared with the previous year? By how much? And how many?

(26 Mar 2014, 10:05 am)eezypeazy wrote The Passenger Focus survey results are announced today.

Whilst the results look good for a company, it must be said that they don't represent a true proportion of customers. The average base size is listed as 693. Is this on average how many responses were received for each question?

If so, GNE make claim to 71,000,000 passenger journeys. We'll assume that's an average per annum. So if we divide that by operational days (363), we get a daily average of 195,592 passenger journeys. So does the survey only represent the views of approximately 0.35% in any one given day?

(26 Mar 2014, 10:05 am)eezypeazy wrote The Passenger Focus survey results are announced today.

You seem to be posting with increasing regularity again eezypeazy.

Thanks for this, will have a look later on at it.
Hopefully, there will have been a broad range of people (paying and free) who have contributed as well as seeing an increase in happiness with the abc1 commuters who weren't too happy according to last years report.

If GNE listened to arguably their most import customers, then the abc1s will be a lot happier.

(26 Mar 2014, 12:41 pm)aureolin wrote Whilst the results look good for a company, it must be said that they don't represent a true proportion of customers. The average base size is listed as 693. Is this on average how many responses were received for each question?

If so, GNE make claim to 71,000,000 passenger journeys. We'll assume that's an average per annum. So if we divide that by operational days (363), we get a daily average of 195,592 passenger journeys. So does the survey only represent the views of approximately 0.35% in any one given day?

Going from your figures, it appears the '90% of our customers are satisfied' line, is based on just over 1/3 of their passengers over a day!

I wonder what the other 2/3 of passengers think?

Just a general question to everyone on the forum - but has anyone taken part or seen the researchers out on the buses this year?
Not sure anyone was approached at all last year.

(26 Mar 2014, 2:58 pm)Andreos Constantopolous wrote You seem to be posting with increasing regularity again eezypeazy.

Thanks for this, will have a look later on at it.
Hopefully, there will have been a broad range of people (paying and free) who have contributed as well as seeing an increase in the abc1 commuters who weren't too happy according to last years report.

If GNE listened to arguably their most import customers, then the abc1s will be a lot happier.

Going from your figures, it appears the '90% of our customers are satisfied' line, is based on just over 1/3 of their passengers over a day!

I wonder what the other 2/3 of passengers think?

Just a general question to everyone on the forum - but has anyone taken part or seen the researchers out on the buses this year?
Not sure anyone was approached at all last year.

The other 2/3 probably don't care or know that their complaints or compliments won't be answered or dealt with. I mean, with this employment system now, the whole first warning and final warning thing, probably about ten complaints have to be put in before they even think about looking at the employees data, that probably goes for most companies! I have never seen an inspector or a manager 'out and about on the buses' like the website stresses they do. Most managers just sit in their offices and work on their desktops. I've once put a formal complaint in about the way a clerical staff member spoke to me, and I got that standard email back saying 'it would be dealt with', still see him out and about! It drives me up the wall, thank the lord for Bus Users!

(26 Mar 2014, 2:58 pm)Andreos Constantopolous wrote You seem to be posting with increasing regularity again eezypeazy.

Thanks for this, will have a look later on at it.
Hopefully, there will have been a broad range of people (paying and free) who have contributed as well as seeing an increase in the abc1 commuters who weren't too happy according to last years report.

If GNE listened to arguably their most import customers, then the abc1s will be a lot happier.

Going from your figures, it appears the '90% of our customers are satisfied' line, is based on just over 1/3 of their passengers over a day!

I wonder what the other 2/3 of passengers think?

Just a general question to everyone on the forum - but has anyone taken part or seen the researchers out on the buses this year?
Not sure anyone was approached at all last year.

Not even 1/3. It's 0.35%. So what do the other 99.65% think?

I've been given a form once, but that was about two years ago. I wasn't happy the way it was handed to me. Just a blunt "fill this in". No explanation, introduction, or nothing.

(26 Mar 2014, 4:03 pm)aureolin wrote Not even 1/3. It's 0.35%. So what do the other 99.65% think?

haven't you lot heard of sampling techniques?

If the sample wasn't statistically valid, do you think a respected body such as Passenger Focus would dare publish flawed results?

Why don't we just celebrate a fantastic industry success for once!

(26 Mar 2014, 4:23 pm)eezypeazy wrote haven't you lot heard of sampling techniques?

If the sample wasn't statistically valid, do you think a respected body such as Passenger Focus would dare publish flawed results?

Why don't we just celebrate a fantastic industry success for once!

I might consider that if it was actually a success worth celebrating.

What percentage of those 71 million journeys were surveyed?

(26 Mar 2014, 4:03 pm)aureolin wrote Not even 1/3. It's 0.35%. So what do the other 99.65% think?

I've been given a form once, but that was about two years ago. I wasn't happy the way it was handed to me. Just a blunt "fill this in". No explanation, introduction, or nothing.

Well spotted!

I think GNE offer a good service. OK, like every business out there they have their flaws but they do try. They still have that local feel within GNE now despite the days of Go Ahead Gateshead and Coastline being long gone. I regularly see drivers from Percy Main depot who have been there since the days of the Wright Pathfinders going around on the 325 and 326 in Coastline colours.

(26 Mar 2014, 3:28 pm)Marcus wrote Wouldn't it be great if GNE had a page on Simply Go where unhappy passengers could debate about drivers being ignorant or buses being late? THEN someone might listen to what they have to say because the website would crash! lol

They do. It's called the GNE Facebook page and it's accessible through the Simply Go website.

(26 Mar 2014, 3:39 pm)Marcus wrote The other 2/3 probably don't care or know that their complaints or compliments won't be answered or dealt with. I mean, with this employment system now, the whole first warning and final warning thing, probably about ten complaints have to be put in before they even think about looking at the employees data, that probably goes for most companies! I have never seen an inspector or a manager 'out and about on the buses' like the website stresses they do. Most managers just sit in their offices and work on their desktops. I've once put a formal complaint in about the way a clerical staff member spoke to me, and I got that standard email back saying 'it would be dealt with', still see him out and about! It drives me up the wall, thank the lord for Bus Users!

My original comments were never aimed at one particular operator. I've made my views on Passenger Focus clear before, and I was just using this annual report as another opportunity to do that. I can't blame the operators trying to have a sing and dance about it, but it really doesn't register with anyone outside of that company. It's seen as nothing more than an annual ego-realignment exercise.

I am glad the operators choose to use an independent body to survey their customers, rather than carrying out an internal based exercise. I just feel that the "respected" Passenger Focus don't go nearly as far enough.

How about using meaningful methods of collating passenger views, rather than using some obscure "sampling technique" that impresses nobody but a couple of suits sitting in front of a PowerPoint presentation?

• Hold a series of meet the management sessions in each area that services cover. Make those sessions accessible to everyone, including those that work. Survey those that attend.
  
• Implement a feedback system for all customer services tickets raised. Offer callers the opportunity to do the same after their call.
  
• Have managers regularly use services and survey those using them.
  
• Make the survey relevant and to the point. The Passenger Focus one is too in depth.
  
• Randomly visit 'hot' bus stops (i.e. those that have high loadings), and survey those waiting for buses.
  

This is a lot more personal than someone from a independent company dumping a form on you, without any explanation.

(26 Mar 2014, 5:28 pm)aureolin wrote My original comments were never aimed at one particular operator. I've made my views on Passenger Focus clear before, and I was just using this annual report as another opportunity to do that. I can't blame the operators trying to have a sing and dance about it, but it really doesn't register with anyone outside of that company. It's seen as nothing more than an annual ego-realignment exercise.

I am glad the operators choose to use an independent body to survey their customers, rather than carrying out an internal based exercise. I just feel that the "respected" Passenger Focus don't go nearly as far enough.

How about using meaningful methods of collating passenger views, rather than using some obscure "sampling technique" that impresses nobody but a couple of suits sitting in front of a PowerPoint presentation?

• Hold a series of meet the management sessions in each area that services cover. Make those sessions accessible to everyone, including those that work. Survey those that attend.
  
• Implement a feedback system for all customer services tickets raised. Offer callers the opportunity to do the same after their call.
  
• Have managers regularly use services and survey those using them.
  
• Make the survey relevant and to the point. The Passenger Focus one is too in depth.
  
• Randomly visit 'hot' bus stops (i.e. those that have high loadings), and survey those waiting for buses.
  

This is a lot more personal than someone from a independent company dumping a form on you, without any explanation.

I'd say that would be a really good idea.

(26 Mar 2014, 5:28 pm)aureolin wrote My original comments were never aimed at one particular operator. I've made my views on Passenger Focus clear before, and I was just using this annual report as another opportunity to do that. I can't blame the operators trying to have a sing and dance about it, but it really doesn't register with anyone outside of that company. It's seen as nothing more than an annual ego-realignment exercise.

I am glad the operators choose to use an independent body to survey their customers, rather than carrying out an internal based exercise. I just feel that the "respected" Passenger Focus don't go nearly as far enough.

How about using meaningful methods of collating passenger views, rather than using some obscure "sampling technique" that impresses nobody but a couple of suits sitting in front of a PowerPoint presentation?

• Hold a series of meet the management sessions in each area that services cover. Make those sessions accessible to everyone, including those that work. Survey those that attend.
  
• Implement a feedback system for all customer services tickets raised. Offer callers the opportunity to do the same after their call.
  
• Have managers regularly use services and survey those using them.
  
• Make the survey relevant and to the point. The Passenger Focus one is too in depth.
  
• Randomly visit 'hot' bus stops (i.e. those that have high loadings), and survey those waiting for buses.
  

This is a lot more personal than someone from a independent company dumping a form on you, without any explanation.

Or, implement a lot of the things they are promising under a VPA...

(26 Mar 2014, 4:42 pm)citaro5284 wrote You just do not have a clue. Many a driver has been dismissed after a single complaint if it was serious I can assure you.

I was thinking about the ones people put on the Facebook page about the bus driving past the stop or the driver tutting if they didn't have change. I know they can get dismissed for making rude or inappropriate gestures. I've known one who got dismissed after shouting at a customer and just plain rudeness.

http://www.chroniclelive.co.uk/news/nort...ce=dlvr.it&utm_medium=twitter

The Chronicle have picked up on the Passenger Focus findings.

Interesting quote from Mr Carr.
Not sure the figures from .35% of your passengers and a big drop in opinion re prices is much to sing about...

The Chronicle report is wrong - the journalist has used the previous year's figures.

GNE's 'value for money' figure is now 66 per cent - that means that, using a valid representative sample, verified by an independent passenger watchdog, two thirds of GNE's passengers perceive the Company as offering 'value for money'.

(27 Mar 2014, 2:50 pm)eezypeazy wrote The Chronicle report is wrong - the journalist has used the previous year's figures.

GNE's 'value for money' figure is now 66 per cent - that means that, using a valid representative sample, verified by an independent passenger watchdog, two thirds of GNE's passengers perceive the Company as offering 'value for money'.

Well that's great. All these operators can give themselves a big pat on the back if they honestly think a pitiful response (less than half a percent in this example) to a survey represents their customers opinion.

No, it's not a 'pitiful response'... it's a representative sample... please look at the Sampling article I linked to earlier.

If you have issues with the sampling, then take it up with Passenger Focus!

(27 Mar 2014, 3:18 pm)eezypeazy wrote No, it's not a 'pitiful response'... it's a representative sample... please look at the Sampling article I linked to earlier.

If you have issues with the sampling, then take it up with Passenger Focus!

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...

(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!

(27 Mar 2014, 3:59 pm)eezypeazy wrote 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!

No idea how to do it, but I wonder if the mods on here can set up a poll, with several similar questions - just to see what we all think of GNE.
Obviously the responses will be based on a sample of paying/conc pass holders, but at least they will all be people who have never been asked by Passenger Focus.

I wonder if GNE could do the same, but with a bigger representation?

I bet if a bigger majority of passengers were asked, rather than .35% of the passengers who travel, the final outcome would be a lot different.
Judging by a quick google of newspaper articles or people using social media (and a representative sample), those passengers aren't of the same opinion as the .35% nor will the answers of the people not using the company (by choice or otherwise), who have used it in the past.

(27 Mar 2014, 3:59 pm)eezypeazy wrote 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!

I've already said earlier in this thread that this isn't aimed at one particular operator? Why have you turned it into an attack on GNE? That's certainly not where my points are aimed...

Customer service has not been a 9-5 operation for a long time now, and it's a welcome move to see GNE move outside of that model.

Complaints may be properly investigated, and that may be visible internally, but why do so many people make negative reference to 'standard responses'? I've myself received an identical response whenever I've had to make a complaint.

Last few customer consultations have been limited in scope? The online version has been removed. I would agree that this is something GNE do well, if only they brought back the online version.

Not arguing the point, but if Tyne and Wear have the best bus services of the Metropolitan areas, why is it the first trying to drive QCS in to regulate the market? People wouldnt complain to councillors and MPs about 'the best', so they'd have no case to push the ITA in the first place? Unless were saying that even the best we've got is not good enough...

(27 Mar 2014, 4:32 pm)Andreos Constantopolous wrote No idea how to do it, but I wonder if the mods on here can set up a poll, with several similar questions - just to see what we all think of GNE.
Obviously the responses will be based on a sample of paying/conc pass holders, but at least they will all be people who have never been asked by Passenger Focus.

Passenger Focus is not limited to Go North East, and aureolin has said that the discussion wasn't aimed at one particular operator - surely we'd have to do it for all three main bus operators in the North East and not just one of them..?

Indeed, even bus operators outside of the North East are celebrating the results. See an example from Lothian Buses here.

Regarding the sample size used, is this number/percentage based on what Passenger Focus deem appropriate or what the operators themselves deem appropriate? I've always thought that they were quite a respectable body.

(27 Mar 2014, 5:27 pm)Dan wrote Passenger Focus is not limited to Go North East, and aureolin has said that the discussion wasn't aimed at one particular operator - surely we'd have to do it for all three main bus operators in the North East and not just one of them..?

Of course. Totally agree.
The reason I had mentioned GNE, was solely because eezypeazy (and everyone else bar aureolin), had been discussing the companies results.

To play devil's advocate, it would be interesting to see the reaction of bus operators if the result for 'Overall Satisfaction' hovered around the 20-30% mark instead of 80-90%.

Would the same survey be dismissed as irrelevant and unrepresentative through the sampling techniques used? Would the folks at Passenger Focus be branded as operating under a particular agenda?

(27 Mar 2014, 5:27 pm)Dan wrote Passenger Focus is not limited to Go North East, and aureolin has said that the discussion wasn't aimed at one particular operator - surely we'd have to do it for all three main bus operators in the North East and not just one of them..?

Indeed, even bus operators outside of the North East are celebrating the results. See an example from Lothian Buses here.

Regarding the sample size used, is this number/percentage based on what Passenger Focus deem appropriate or what the operators themselves deem appropriate? I've always thought that they were quite a respectable body.

Comes down to these sampling techniques that eezypeazy keeps referring back to. Boils down to them handing out surveys based on age, gender, race, or what have you. In GNEs case, out of a total of 693 responses;

* Fare Paying 323 (46.6%)
* Free Pass - 364 (52.5%)

* Age 16-34 - 137 (19.7%)
* Age 35-59 - 206 (29.7%)
* Age 60+ - 336 (48.4%)

* Commuting - 191 (27.5%)
* Not-commuting - 467 (67.3%)

* Has a disability - 194 (27.9%)

So if every single customer was given a survey, they'd expect the responses to come from the same proportions per grouping. I just don't think it paints a true picture at all. Why no scholars for example? Only 27.9% of commuters? ...

(27 Mar 2014, 5:37 pm)AdamY wrote To play devil's advocate, it would be interesting to see the reaction of bus operators if the result for 'Overall Satisfaction' hovered around the 20-30% mark instead of 80-90%.

Would the same survey be dismissed as irrelevant and unrepresentative through the sampling techniques used? Would the folks at Passenger Focus be branded as operating under a particular agenda?

I wonder why none of the big three operators use a independent body to independently survey their own workplaces? Great Place to Work for example. Quick search reveals that neither Stagecoach, Arriva or the Go Ahead Group have achieved this status... what works for the customer works for their own surely?

(27 Mar 2014, 6:05 pm)aureolin wrote Comes down to these sampling techniques that eezypeazy keeps referring back to. Boils down to them handing out surveys based on age, gender, race, or what have you. In GNEs case, out of a total of 693 responses;

* Fare Paying 323 (46.6%)
* Free Pass - 364 (52.5%)

* Age 16-34 - 137 (19.7%)
* Age 35-59 - 206 (29.7%)
* Age 60+ - 336 (48.4%)

* Commuting - 191 (27.5%)
* Not-commuting - 467 (67.3%)

* Has a disability - 194 (27.9%)

So if every single customer was given a survey, they'd expect the responses to come from the same proportions per grouping. I just don't think it paints a true picture at all. Why no scholars for example? Only 27.9% of commuters? ...

Would be difficult to survey the scholars, I guess. I'm sure you've been on a morning bus which has a school on route with scholars packed against the windows.

Even still, would they care? I know most of the lads on my bus wouldn't appreciate being questioned on their travel arrangements.