National Express West Midlands (NXWM) has signed what it calls “an industry leading partnership” with Bus Users UK (BUUK).
The new partnership will mean for the first time regular and structured mystery shopper activity will be held on NXWM buses. BUUK will covertly inspect buses which are in service, experiencing exactly the same level of service as everyday customers.
NXWM has asked the passenger group to regularly mark their services based on customer service, safety, cleanliness and punctuality so they can continually work to improve the services received by their customers. BUUK will also review one NXWM route each month to help the firm address reliability. The routes NXWM will put forward for review will be those on which customers have expressed concerns about punctuality.
NXWM has also agreed to hold regular ‘Meet the Directors’ events across the region at which passengers can speak directly to the senior team about issues they have regarding bus travel.
Bob Emery, area operations director Birmingham, NXWM, said: “This groundbreaking partnership will see our services regularly and independently checked with the results fed into the highest level of our business. We’ll discuss the results of the mystery shopper activities at board meetings as well as the best way of addressing any concerns quickly and effectively.”
Stephen Morris, general manager, BUUK, said: “We know how strongly NXWM feel about the levels of customer service, safety and punctuality and that is why they are the first operator in the country we have agreed to work in partnership with.”