Just over five million passenger journeys were completed on LibertyBus services in 2019, an all time high for the company who took over the island’s public bus service in 2013.
Kevin Hart, Director for LibertyBus explains how listening to islanders and continually improving the service has resulted in more and more people using the bus.
“Since we took over the service in 2013 we have grown passenger journeys by 38% and hitting the five million mark in 2019 has been a real achievement for us.
“We constantly listen to customer feedback and consult with the public on a regular basis about the timetable and level of service we’re providing. Over the last 7 years we‘ve added routes, increased frequency of peak time, evening and weekend services and continually train and develop staff to provide the best possible customer service.
“I’m proud of the team and what we have achieved but we are not resting on our laurels. We have just completed the public consultation for our 2020 Summer timetable and are looking to bring further improvements to the service this year.”
LibertyBus have also recently received the results of their annual independent customer satisfaction survey which have once again revealed that islanders are happy with the service.
A record number of people completed the survey with just over 4,000 data cases recorded and analysed:
- The overall customer satisfaction score was 8.3 out of 10. This compares to 7.1 out of 10 from their first survey undertaken in 2014.
- 98% of customers were satisfied with the level of service they received at the customer service desk.
- The professionalism of drivers was given a rating of 8.3 out of 10.
- Islanders gave LibertyBus a Net Promoter Score (NPS) of 48.59. NPS is a world recognised measurement for customer experience and is used by businesses around the world to benchmark and track customer satisfaction. An NPS score can range from -100 to 100 with anything at 50 or over considered excellent.
The survey, conducted by independent agency 4insight, also collected data on why and how people use the bus service:
- The majority of customers (38%) are using the bus for commuting to and from work followed closely by leisure and recreation at 34%.
- 69% of respondents that used the bus also had access to a car meaning they are choosing to use the bus instead.
- Difficulty parking (48%), socialising (47%) and convenience (37%) were the top three reasons why people choose to use the bus over their car.
- For those that don’t currently use the bus, more frequent buses (26%) was most commonly cited as something that would encourage them to do so.
“We’re delighted to once again get such great feedback from our customers.” says Kevin Hart.
“With such a high level of responses we have some really valuable data that not only guides us as we seek to continually improve our service but can help to inform the Government of Jersey as they move forward with their sustainable transport policy.”
Deputy Kevin Lewis, Minister for Infrastructure commented:
“When LibertyBus took on the contract, we set them targets to increase bus use and they have delivered on this year after year. Increasing bus ridership is an important element in taking cars off the road – which is one of the main aims of the new Sustainable Transport Policy to be debated in March.”
“This is all the more remarkable considering recent research undertaken across England has shown the number of bus journeys (outside London) has fallen by 15%. I’m delighted to see LibertyBus and Jersey bucking this national trend of decline, I look forward to the work set out in the strong start to the Sustainable Transport Policy, supporting more improvements and growth.”
