Arriva maintains high scores in customer survey

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Having invested in a “significant number” of SLFs, 93% of customers said they were happy with the ease of access getting on and off an Arriva bus
Having invested in a “significant number” of SLFs, 93% of customers said they were happy with the ease of access getting on and off an Arriva bus

Arriva is celebrating after receiving positive results from its annual customer satisfaction survey.

For the second year running, the operator saw 92% of customers were satisfied with their overall journey on an Arriva bus.

Following a significant investment in new low floor buses across the UK, 93% of customers in the survey found they were happy with the ease of access getting on and off an Arriva bus, while 91% of customers said they were satisfied with the overall appearance and friendliness of Arriva drivers.

The impact of the company’s m-ticket technology, which won the innovation category at the UK Bus Awards 2011, was also reflected, as nine out of ten passengers (92%) said they were extremely satisfied with the ease of buying a ticket for each individual journey. The company said the survey forms an important tool in helping it prioritise what customers value most and then deliver sustained improvements in these areas.

Arriva UK Bus managing director Mike Cooper said: “We are extremely pleased with the customer satisfaction survey results as they reflect all the hard work and effort Arriva staff have put in over the past year to make sure our customers are happy.

“Above everything else, I think the fact 92% of our passengers were satisfied with their overall journey with Arriva shows we provide an efficient and valuable service for the local community.”