How do we Measure Up?

Last week, we asked you to consider how you felt we all measured up to the six targets set by Bus Users UK. The targets were included in the “BUUK Good Practice Guide: What passengers want from a bus service”.

There were few surprises. And a pattern emerged throughout.

1. Are timetables for significant bus service changes made available for passengers at least two weeks prior to the change?

While there was a clear majority who felt timetables were always or often available two weeks before a change, a third felt otherwise

2. At bus stations, is information readily available as long as bus services are operating? [If the booking office is closed in the evening, this might include an alternative e.g. directions to an inspector’s office].

This was surprising as I felt “never” would be more prominent. Nevertheless, a third felt that information was never available during the entire span of bus service operation. This was the highest percentage recorded under “never” for the survey.

3. During office opening hours, are telephone enquiries answered within 45 seconds? [To include Traveline but here I include lost property, etc].

If you count 45 seconds, it’s actually quite a long time when you’re waiting on the phone. It’s about 12-24 rings so BUUK’s allowance is quite generous. Over three quarters reported that someone always or usually answered the phone during this period.

4. Do all bus stops carry timetable cases with clear and up-to-date service information, ideally including fares?

Few felt this never happened but otherwise, the result was mixed. About a half of respondents felt this was usually the case. Often, this is the result of local authorities rather than bus operators.

5. Do operators provide clear instructions about the use of wheelchair/buggy spaces and are drivers well briefed to enable them to deal with enforcement?

This was heartening, as the subject of buggies and wheelchairs is a difficult and confusing one—for passengers & drivers. 20 per cent felt that such information was available. If you add in those who felt this was often, two thirds were content or reasonably so. This was a surprise.

6. Are complaints acknowledged and dealt with courteously within five working days?

Not everyone answered this question, perhaps because not everyone has made a formal written complaint. Nevertheless, what was outstanding here was the percentage who felt they didn’t get a constructive reply within BUUK’s timescale.

Conclusions

We don’t do that badly but we could do better.

This survey is by no means a scientific one. Well enough people took part to make it as realistic as possible. While the responses are encouraging with “usually” featuring quite highly, too many respondents opted for “occasionally” or “never”. Generally, if you add these categories together, a third of respondents felt that the industry was only meeting the BUUK targets somewhat intermittently. This was most pronounced in response to the question of bus station information where the percentage increase to nearly 50.

It’s easy to go back to the years before deregulation when staff numbers were plentiful and say that timetable cases were always kept up to date and bus stations always staffed by supervisors till the last departure. In reality, this practice tended to cease in the 1970s.

What the survey does is point to a gap between public perception and industry reality, something the industry might consider addressing. It’s what the passenger wants.