Monitoring and Review

A majority of respondents – 88% of those who answered the question – would like to be able to give feedback to improve services, with annually or quarterly the most frequent suggestions as to how often this should happen. Rather than at a particular time intervals, some respondents suggested that opportunities to provide feedback should be triggered by events, most frequently at each booking or each journey. New timetables or fare changes were also suggested as possible opportunities to provide feedback.

With respect to how feedback from individual customers should be collected, the most frequent suggestion was that this should be online via a website or using an app, with email, telephone, and paper-based options also proposed.