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Passenger Focus
#1
The Passenger Focus survey results are announced today.
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#2
(26/03/2014, 12:05)eezypeazy Wrote: The Passenger Focus survey results are announced today.

Some points from that survey.

Fare paying passengers - Only 27% were v satisfied and 38% were satisfied.

Pass holders (conc) were 90% satisfied (95% on GNE)

The whole survey is skewed by the inclusion of non fare paying passengers

Some scores for GNE have actually dropped. Anyone downloading, GNE's breakdown is on page 90 (ironic eh!)
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#3
(26/03/2014, 12:45)gtom Wrote: Some scores for GNE have actually dropped. Anyone downloading, GNE's breakdown is on page 90 (ironic eh!)

Which scores have dropped compared with the previous year? By how much? And how many?
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#4
(26/03/2014, 12:05)eezypeazy Wrote: The Passenger Focus survey results are announced today.

Whilst the results look good for a company, it must be said that they don't represent a true proportion of customers. The average base size is listed as 693. Is this on average how many responses were received for each question?

If so, GNE make claim to 71,000,000 passenger journeys. We'll assume that's an average per annum. So if we divide that by operational days (363), we get a daily average of 195,592 passenger journeys. So does the survey only represent the views of approximately 0.35% in any one given day?
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#5
(26/03/2014, 12:05)eezypeazy Wrote: The Passenger Focus survey results are announced today.

You seem to be posting with increasing regularity again eezypeazy.

Thanks for this, will have a look later on at it.
Hopefully, there will have been a broad range of people (paying and free) who have contributed as well as seeing an increase in happiness with the abc1 commuters who weren't too happy according to last years report.

If GNE listened to arguably their most import customers, then the abc1s will be a lot happier.
(26/03/2014, 14:41)aureolin Wrote: Whilst the results look good for a company, it must be said that they don't represent a true proportion of customers. The average base size is listed as 693. Is this on average how many responses were received for each question?

If so, GNE make claim to 71,000,000 passenger journeys. We'll assume that's an average per annum. So if we divide that by operational days (363), we get a daily average of 195,592 passenger journeys. So does the survey only represent the views of approximately 0.35% in any one given day?

Going from your figures, it appears the '90% of our customers are satisfied' line, is based on just over 1/3 of their passengers over a day!

I wonder what the other 2/3 of passengers think?

Just a general question to everyone on the forum - but has anyone taken part or seen the researchers out on the buses this year?
Not sure anyone was approached at all last year.
'Illegitimis non carborundum'
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#6
(26/03/2014, 16:58)Andreos Constantopolous Wrote: You seem to be posting with increasing regularity again eezypeazy.

Thanks for this, will have a look later on at it.
Hopefully, there will have been a broad range of people (paying and free) who have contributed as well as seeing an increase in the abc1 commuters who weren't too happy according to last years report.

If GNE listened to arguably their most import customers, then the abc1s will be a lot happier.

Going from your figures, it appears the '90% of our customers are satisfied' line, is based on just over 1/3 of their passengers over a day!

I wonder what the other 2/3 of passengers think?

Just a general question to everyone on the forum - but has anyone taken part or seen the researchers out on the buses this year?
Not sure anyone was approached at all last year.

The other 2/3 probably don't care or know that their complaints or compliments won't be answered or dealt with. I mean, with this employment system now, the whole first warning and final warning thing, probably about ten complaints have to be put in before they even think about looking at the employees data, that probably goes for most companies! I have never seen an inspector or a manager 'out and about on the buses' like the website stresses they do. Most managers just sit in their offices and work on their desktops. I've once put a formal complaint in about the way a clerical staff member spoke to me, and I got that standard email back saying 'it would be dealt with', still see him out and about! It drives me up the wall, thank the lord for Bus Users!
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#7
(26/03/2014, 16:58)Andreos Constantopolous Wrote: You seem to be posting with increasing regularity again eezypeazy.

Thanks for this, will have a look later on at it.
Hopefully, there will have been a broad range of people (paying and free) who have contributed as well as seeing an increase in the abc1 commuters who weren't too happy according to last years report.

If GNE listened to arguably their most import customers, then the abc1s will be a lot happier.

Going from your figures, it appears the '90% of our customers are satisfied' line, is based on just over 1/3 of their passengers over a day!

I wonder what the other 2/3 of passengers think?

Just a general question to everyone on the forum - but has anyone taken part or seen the researchers out on the buses this year?
Not sure anyone was approached at all last year.

Not even 1/3. It's 0.35%. So what do the other 99.65% think?

I've been given a form once, but that was about two years ago. I wasn't happy the way it was handed to me. Just a blunt "fill this in". No explanation, introduction, or nothing.
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#8
(26/03/2014, 18:03)aureolin Wrote: Not even 1/3. It's 0.35%. So what do the other 99.65% think?

haven't you lot heard of sampling techniques?

If the sample wasn't statistically valid, do you think a respected body such as Passenger Focus would dare publish flawed results?

Why don't we just celebrate a fantastic industry success for once!
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#9
(26/03/2014, 18:23)eezypeazy Wrote: haven't you lot heard of sampling techniques?

If the sample wasn't statistically valid, do you think a respected body such as Passenger Focus would dare publish flawed results?

Why don't we just celebrate a fantastic industry success for once!

I might consider that if it was actually a success worth celebrating.

What percentage of those 71 million journeys were surveyed?
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#10
(26/03/2014, 18:03)aureolin Wrote: Not even 1/3. It's 0.35%. So what do the other 99.65% think?

I've been given a form once, but that was about two years ago. I wasn't happy the way it was handed to me. Just a blunt "fill this in". No explanation, introduction, or nothing.

Well spotted!
'Illegitimis non carborundum'
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