NCT achieves record customer satisfaction score

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NCT’s latest passenger survey reveals satisfaction levels as high as 96% with its services. JONATHAN WELCH

Customer Satisfaction with Nottingham City Transport has reached record levels, according to the operator’s latest annual customer survey. The five times UK Bus Operator of the Year award winner has achieved an overall satisfaction score of 96%, in the survey which was conducted on all NCT bus routes and online. The results are based on over 5,000 responses, with customers asked several questions to rate how satisfied they are with specific features of their service, along with questions about the travel habits.

NCT says the high satisfaction scores reflect its proactive response to the well documented national shortage of bus drivers, including increasing pay rates by up to 25% in the last 18 months, which has seen 153 new drivers join the company in the last year, as well as advertising realistic timetables that it says can be consistently delivered. This has resulted in improved performance for customers, the firm says, with 99% of all scheduled journeys operating during the last 12 months and currently 94% of journeys operating on time.