Passenger satisfaction with ‘Gold’

Stagecoach Yorkshire has said its customer satisfaction levels are on the rise following the introduction of a fleet of ‘Gold’ buses. According to a survey by the operator, passengers on its X17 Gold service, which operates between Sheffield, Chesterfield and Matlock, have reported increases in customer satisfaction of up to 15%. Meanwhile, more than 90% of respondents overall are either satisfied or very satisfied with punctuality of service, reliability, comfort levels and quality of vehicles on its ‘Gold’ branded services. Two surveys were carried out, one before the premium double deckers were introduced in October 2014 and one afterwards in February this year. There was a 14% rise in customer satisfaction in terms of value for money and 15% increase for quality of vehicles. The research also found an 11% increase in satisfaction levels concerning cleanliness, interior and exterior, of the vehicle.

Stagecoach’s X17 was the first Gold fleet to be introduced in the region. Part of a £1.2m investment by the operator, each ADL Enviro400 has high-back, Italian hand stitched leather seats, ambient lighting and free Wi-Fi. They also boast specially trained and uniformed drivers and Euro5 engines.

MD, Stagecoach Yorkshire, Paul Lynch, said, ‘The Gold buses have been well received in areas of the country so we are very pleased to see their popularity here, too. Attractions like the handpicked staff and smart leather seats make them beyond any buses we, or any other operator, has in this region, so survey results like these, reflecting notable increases in customer satisfaction, are a very positive endorsement for our investment in staff, vehicles and services.’