Customer Satisfaction Improves

Left to right First Eastern Counties' Norwich operations manager, Lee Howes,

General Manager, Hugo Forster and Business Manager, Chris Speed

The results of a national bus passenger survey published by independent watchdog, Passenger Focus, have revealed that First’s customers in Norfolk have seen an increase in satisfaction.

89% of First’s customers in Norfolk said that they were ‘very satisfied’ or ‘fairly satisfied’ with the service in the county – a 2% increase since 2011.

Passenger Focus’ National Bus Survey is considered the bus industry’s definitive gauge of passenger satisfaction. The survey was carried out between 8 September and 1 December 2013.

The survey also noted improvements in punctuality, the cleanliness and appearance of the buses and drivers’ attitudes.

Managing Director of First Eastern Counties, David Squire, said: “We are thrilled with our score which reflects the hard work and commitment of all my colleagues. We’ve got excellent teams in place at our depots who are improving our services and helping to encourage more people to travel with First.”.

Source: First Group Press Release 7th April 2014