National Express coach has announced it has been awarded four stars by the British Quality Foundation (BQF) during its first assessment of the company against the European Foundation for Quality Management (EFQM) framework.
The company is aiming to follow in the footsteps of National Express’s train franchise c2c, which was first awarded four stars by the BQF in its first assessment in 2012, before going on to gain the full five star rating in 2013.
Over several months examiners conducted an in-depth assessment of all areas of National Express’s coach business across the country, by holding interviews and focus groups and sampling the service.
Thanking the staff for their support, National Express UK Coach Managing Director Tom Stables said: “This is a very good first result for us, but we are clear there is more work to do. We are committed to Operational Excellence as part of our plan to continually improve as a business, by meeting the needs to our customers. I’d like to thank the staff for their contributions, time and continued efforts without which we wouldn’t have achieved this result today.”
Ian Stokes, Interim Chief Executive of the British Quality Foundation said: “Achieving four stars recognises that National Express UK Coach is operating to a very high standard. It clearly demonstrates an ongoing commitment to delivering the highest quality service both internally and to all of its customers.”
