ANNUAL SURVEY ANALYSIS 2010 

Transport Services asked our customers in Day Centres what they think of the service provided.

This helps to improve the way we do things and this in turn makes us more efficient and cost effective and able to target our resources where they are really needed.

What do we know from the last survey?

We sent out 60 surveys in April 2010, and had 28.33% returned.
We will look at ways next time of getting an even better response.

  What is your general opinion of: Excellent 

%

Good

%

Satisfactory

%

Poor 

%

No opinion

%

Total

 a

 Types of buses used                                  

7

 41.18%

6

 35.29%

3

 17.65%

1

 5.88%

0

 0.00%

17

 b

 Access to the vehicle

7

 41.18%

5

 29.41%

4

 23.53%

1

 5.88%

0

 0.00%

17

 c

 Comfort on the vehicle

7

 41.18%

6

 35.29%

3

 17.65%

1

 5.88%

0

 0.00%

17

 d

 Cleanliness of buses

9

 52.94%

3

 17.65%

4

 23.53%

0

 0.00%

1

 5.88%

17

 e

 Punctuality of buses

5

 29.41%

4

 23.53%

5

 29.41%

1

 5.88%

0

 0.00%

15

 f

 Attitude of the driver

11

 64.71%

5

 29.41%

0

 0.00%

0

 0.00%

0

 0.00%

16

 g

 Appearance of the driver

12

 70.59%

4

 23.53%

0

 0.00%

0

 0.00%

1

 5.88%

17

 h

 Service overall             

9

 52.94%

6

 35.29%

2

 11.76%

0

 0.00%

0

 0.00%

17

 

What did we learn and what are we going to do?  

We learned that overall the service we provide is regarded highly, with a very small percentage of dissatisfaction.

The negative comments received that show we need to do some work in some areas.  These are as follows;

“Some drivers are friendly others not”
By law all our drivers have to attend a 7.5 hour days training per year to obtain their Certificate of Professional competence (CPC) to retain their bus driving licence. This year we have chosen a Customer Care module. This will help to address this issue.

“My daughter gets soaking wet and very cold as it takes so long to board using a rear lift vehicle, why cant a low floor vehicle be used”
Or fleet renewal program for 2010 is in place. Our customers were consulted on the best most adaptable specification requirements to suit their present and future needs. Market availability to cater for the day centre capacity requirements restricted the use of low floor buses in every case. We will endeavour to provide assistance  to the centres to direct the available low floor resources to where they are the most beneficial.

“Some buses have seen better days”, (cleanliness of buses) 
As buses age, it gets more and more difficult to keep them visually clean. New cleaning products are appearing on the market every day that better protect today’s vehicles against everyday attack that occurs due to our weather pattern. Our new modern fleet will have the advantage of this cleaning regime.    

“Punctuality of some buses is poor”
Bath has a high volume of traffic, and it is inevitable that delays to transport occur especially when road works are present. Where possible we will make sure our drivers are kept informed of any possible delays due to road works and can plan alternative routes.  

We will continue to improve our quality of service delivery and act to maintain
the highest level of professionalism helped by periodical transport surveys.

 

 Back to Home to School Transport

Your rating: 

Your rating: None Average: 1.5 (2 votes)
To prevent automated spam submissions leave this field empty.