GO-AHEAD GROUP The Go-Ahead Group has today received a score of 90% for overall customer satisfaction-the highest of the UKs five largest operators-in the autumn 2014 Bus Passenger Survey (BPS). This is the first time that all Go-Ahead companies have been included in the national survey.
Recognised as a robust measure of bus passenger satisfaction, the BPS is undertaken by independent passenger watchdog, Passenger Focus. The survey provides a great insight for operators, transport authorities and governments into how passengers really view their services.
As well as topping overall satisfaction, the Group received strong results for punctuality at 78% and scored 86% for journey time. Notable scores for Go-Ahead operating companies include: Oxford Park and Ride, who received 96% overall customer satisfaction, and Wilts and Dorset, 94%.
Go-Ahead Group chief executive, David Brown said: "I am encouraged that we received an overall satisfaction rating of 90% from our customers. We are dedicated to providing high levels of customer service across all of our operations and this result is a reflection of the hard work of our staff. Of course, there is always room for improvement, so we remain committed to improving our services for our customers."
Over the last five years, Go-Ahead has invested over £170 million in its regional bus division to deliver sustainable, customer-focused services. Today's strong overall customer satisfaction results are testament to this approach.
The bus passenger survey provides a comprehensive picture of customers' satisfaction with all aspects of UK bus services. Further details of the survey can be found at www.passengerfocus.org.uk
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For further information please contact:
| The Go-Ahead Group | |
Sarah Boundy, Group Corporate Communications Director | +44 (0) 78 0856 8667 |
Notes to editors:
Overall passenger satisfaction by local Go-Ahead bus operator
Operator | Overall satisfaction 2015 |
Go-Ahead overall | 90% |
Anglian | 95% |
Bluestar | 90% |
Brighton & Hove | 90% |
Go North East | 90% |
Hedingham & H.C.Chambers | 93% |
Konectbus | 94% |
Metrobus | 90% |
Oxford Bus Company | 86% |
Oxford Park & Ride | 96% |
Plymouth Citibus | 93% |
Southern Vectis | 89% |
Thames Travel | 81% |
Wilts & Dorset | 94% |
Passenger Focus survey on Go-Ahead services, 2015
Go-Ahead
Go-Ahead is a leading UK public transport operator, providing high quality services in the bus and rail sectors. Employing around 26,000 people across the country, over one billion passenger journeys are undertaken on our services each year. We are committed to operating our companies in a safe, socially and environmentally responsible way and are proud to be the first company in the transport industry to be accredited with the Carbon Trust Triple Standard after taking action on climate change, water and waste recycling. In addition to the travelling public, our customers include the Department for Transport, Transport for London (TfL) and local authorities.
Bus
Go-Ahead is one of the UK's largest bus operators. With a fleet of around 4,700 buses, we carry nearly two million passengers every day. Our operations are focused on high density commuter markets. We have a strong presence in London, with around 24 per cent market share, where we provide regulated services for TfL. We operate deregulated services in Oxford, East Anglia, the South East, Southern and North East England.
Rail
The rail operation, Govia, is 65 per cent owned by Go-Ahead and 35 per cent by Keolis. It is the busiest rail operation in the UK, currently responsible for nearly 30 per cent of all UK passenger rail journeys through its four rail franchises: Govia Thameslink Railway, Southern (which includes the Gatwick Express), Southeastern and London Midland.
Disclaimer
Certain statements included in this press release contain forward-looking information concerning the Group's strategy, operations, financial performance or condition, outlook, growth opportunities or circumstances in the sectors or markets in which the Group operates. By their nature, forward-looking statements involve uncertainty because they depend of future circumstances, and relate to events, not all of which are within the Company's control or can be produced by the Company. Although the Company believes that the expectations reflected in such forward-looking statements are reasonable, no assurance can be given that such expectations will prove to have been correct. Actual results could differ materially from those set out in the forward-looking statements. Nothing in this press release should be construed as a profit forecast and no part of these results constitutes, or shall be taken to constitute, an invitation or inducement to invest in The Go-Ahead Group plc or any other entity, and must not be relied upon in any way in connection with any investment decision. Except as required by law, the Company undertakes no obligation to update any forward-looking statement.
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