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Part of the business' service offer is to help connect communities, help people get to work, to education, appointments or even just to shopping and leisure activities.
The service itself is designed around the need to travel - providing an effective service to meet this need is itself satisfying customers.

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All Aspects are linked with Customer Satisfaction

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All Aspects are linked with Customer Satisfaction

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First Buses aim to provide a friendly, reliable, cost effective service with ease of use. All points discussed in Safety, Well-being, control and efficiency contribute to this.

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Through this assignment we have learned that First does take into account the business logics of Safety, Well-being, Control, Customer Satisfaction and Efficiency, in order to operate an effective business.

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Communication and interaction with First is available via Social Media.
Offering this engagement in a open forum means customers can quickly interact with the business and feel more valued as a customer.
Customers can also quickly be informed of news, updates and other information proactively. More and speedier received information leads to an overall better customer experience.

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First proactively communicates it's standards and what customers can expect when using the service. First staff for example are expected to be helpful, polite and treat each customer with respect. If achieved this certainly contributes to customer satisfaction.

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Trustpilot and other feedback forums are live and available to the public to access. This can often provide valuable feedback for a company like First to develop on.
Although their current feedback suggests this needs work.

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The bus company controls how we have to pay giving us options this also helps the driver check tickets more efficiently to be able to allow passengers to enter the buss much more smoothly.

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The bus has rules when traveling and there are visual signs that show you what is and isn't permitted another control the company does.

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The buses currently have signage in all areas to reinforce safety measures in place

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All buses are running at a lower capacity, the mechanical sign on the front of the bus can advise those waiting for a bus if the one arriving is full or has available space

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Signs reinforcing wearing a mask on the bus

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Whilst eating on buses pre-covid was openly allowed, they are now asking passengers not to do so if can be helped (exceptions for medical or religious reasons would not be challenged)

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All windows are designed to be opened and previously able to be opened or closed by passengers. Signs now explain these must be left open to enable air ventilation

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Signs show which seats are able to be used with every other seat shown as not available

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Designated area for disabled people and parents with pushchairs.
Elderly and pregnant given priority seats, close to the front - stickers to suggest a seat should be given up for those less mobile if required
Seating upstairs is for those with best mobility

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Signs reminding passengers that drivers are unable to enforce the wearing of face coverings, this is a safety precaution for drivers who may be asked by other passengers to enforce someone to wear one.

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There are signs to remind all passengers of safety whilst travelling

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Safety Belt for driver
Safety screen for driver protection

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Efficient interior layout means customers can be seated as quickly as possible. The first thing customers see if the driver, where they present or buy their tickets, they also have full visibility of the lower deck, allowing them to quickly choose a seat.

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Each bus has an efficiency element in design, including double doors, adjustable suspension to cater for wheel/pushchairs, even the actual shape of the vehicle is designed to take up the least amount of road space possible, utilising maximum interior space.

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Timetables assigned to make the most efficient journey, aimed around the customer base and the journey itself.

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Paying / Timetable / We're on the Buses / Exiting as previously discussed.

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are there to control the busses and decrease travel time this helps passengers that might have some difficulties traveling due to mental health or other issues the organisation controls time tables and the frequency of routes.

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Older aged passengers are advised to seat near the front as the engine can make journeys uncomfortable
government guidelines suggest that buss companies should try to maintain their fleet as often as possible to help reduce noise.

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Cameras on-board on both upper and lower deck to control behavior and provide reassurance
Emergency escape doors located towards the back of the bus so escape can be made through both the front and back

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Automatically make a payment when getting on the bus, or show prepayment confirmation.

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The orgainistion is in control of you from the moment you step inside the bus you walk on pay the driver and seat down. all of this has been carefully set out for you so you pay the driver and find an empty seat the yellow bars are for you to use to help navergate the buss. When its your turn to leave you just press the
bell  to signal to the driver you want to exit the bus, the driver then stops at the next available bus stop and you exit.

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Journey planning and a strict timetable aimed at making effective time management can lead to disruption, as often drivers are not able to allocate enough time at each stop for all customers to enter/exit when needed.
This is highlighted on several Trustpilot reviews.

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are to pervent you falling down or up with hand held bars to hold on to even this aspect is carefully thought through the climb up or down is desgined to keep your postchre stright.

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Customers can access and plan their bus journey via company signage and leaflets, a contact centre, online sources as well as a smart phone App.
Aiding customers to plan their journey ahead of travel sets customers expectations, so improving satisfaction, but also makes the whole booking/pick-up process more efficient by saving time.

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passinger comfort is a must for busses as people feel more safer and the seats are designed to help prevent head injury in case of sharp or sudden stoppage.
the seating is arranged in a way to make people feel less cramped.
There's plenty of light coming through the buss with windows all round this also makes people feel at ease.

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Bus organisations are controlling how and where we sit

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Bus organisations are controlling how and where we sit

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When and how we travel new measures in place that help the organisation control its passengers and giving them the power to prevent anyone from travelling again if they break these measures.

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Not just passenger well-being bus companies have to consider their drivers  also
are they comfortable,
for driving for long periods of time are they  able to take breaks out side the confines of the bus.
do they feel safe at work, the use of the plexy glass helps the drivers feel more secure when carrying out their duites.

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CCTV are in operation continuously  buss organisations can control a situation, by making CCTV very visible to passangers we can see the orgainstion is controlling us to behave and be polite.

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have to concider all passengers wellbeing when they travel.
this includes all disabilities, with specially designed areas to aide passenger with difficulties to be able to travel in comfort without feeling alienated.

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buss companies control they way you exit buss in an emergency.
you see signs that tell you how to exit.

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Signs are used to let passengers know what is and is not permitted on the buss

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Signs are used to let passengers know what is and is not permitted on the buss

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looking after passenger well-being when traveling there are rules to consider like no smoking or food and drink when traviling this is to aid passenger wellbeing so all passengers feel like they are being treated the same.