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New report from Passenger Focus examines trust in the bus

New report from Passenger Focus examines trust in the bus

A new report from Transport Focus explores the trust that passengers have with the bus industry and their relationship with it, with a view to getting more people on board.

It found that bus companies needed to get the basics of bus services right and make passengers feel like valued customers in order to improve trust. David Sidebottom. Passenger Director at Transport Focus said: “Passengers want a reliable, frequent bus service that is value for money. Bus companies need to do more than just sell tickets. Passengers are more likely to trust their bus company if they feel their custom is valued.”

Claire Walter, Chief Executive of Bus Users said: “It’s good to see that this piece of work underpins the messages that Bus Users has been consistently giving to bus operators and we are particularly pleased to see the importance of driver communication recognised as the frontline of the company’s image.

“After punctuality and reliability, the driver’s attitude is key to the passenger’s trust in that bus operator and can make or break its reputation in a way that no marketing campaign can match.”

Click here to find out more about the report

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