Consulting our Customers

The use of the internet is now almost universal amongst bus service providers. A web presence is a relatively cheap way of informing potential passengers about services and has the advantage that our target market of non-bus users can access the information as easily as our existing passengers.

What fascinates me about this method is the way in which different operators use it to either consult or inform passengers about forthcoming changes.

Trent Barton has in the past posted proposed timetables on its website ahead of registration to benefit from feedback from passengers. Stagecoach Oxford also tried this method of consultation late in 2007, prior to revising its service 20 between Oxford, Woodstock & Charlbury/Chipping Norton. Both operators claim useful feedback by using this method of communication but no doubt any operator in a competitive location will be loath to reveal plans to their rivals.

Stagecoach in East Sussex also merits mention as, already, full timetables for its new Eastbourne network (starting March) are posted on the web. This includes details of the new network with a separate written summary, a move which will surely help to retain the confidence of passengers who have lost both Eastbourne Buses and Cavendish to Stagecoach almost within weeks.

In my view, ahead even of these companies is Southern Vectis, with its blog on its public website. As industry professionals, it's sometimes difficult to put ourselves in the position of our customers. The blog on the SVOC site is written for the layman, and in its six month life so far has managed to explain some of the thinking behind running the Island’s buses. Fares were explained and now the way in which services are planned. The blog explains that two corridors out of Ryde merit increased levels of service, but only if the concessionary fare settlement with the council can support the intended investment. It goes on to mention that the Ryde to East Cowes service could benefit from not circling residential areas of Ryde, but then tells the reader of the problems that such a move could cause.

Well done to all of these operators for making good use of the web; if only the industry as a whole showed the same enlightened approach. (Mystery Contributor)

i Stagecoach in East Sussex
i SVOC Blog