News > bakerbus sets standards for satisfied customers

Published 26 August 2010

In a recent bus industry customer satisfaction survey, bakerbus achieved 97 percent rating when compared, pro-rata to 85 percent verdict delivered on the Stoke-on Trent region’s ‘national’ operators. 

Passenger Focus, an independent body set up by the government to protect the interests of rail and bus passengers outside London, asked 18,500 passengers in 14 areas across England to rate the bus journey just completed.

The aggregated results for all the Stoke-on-Trent operators achieved 85 percent, which was commendable, but with room for improvement compared to other regions.

The proportion of passengers satisfied with their bus journey was generally high and varied relatively little across the 14 areas surveyed, ranging from 84 to 92 percent being very or fairly satisfied. Passengers were also asked to rate their ‘on bus’ experience for cleanliness, comfort and driving style as well as service punctuality and value for money.

"Notwithstanding the report for Stoke-on-Trent, Bakerbus did very well on a pro-rata basis," says managing director Phil Baker.

"In total over a thousand passengers participated in the region of which 86 were Bakerbus customers. So although a smaller sample than the normally accepted minimum, the comparable percentage achieved by Bakers was 97 percent. Indeed all of the service standards experienced by Bakerbus passengers achieved higher than the local average."