26 September 2008

Dear Colleagues
 
This week we announced our Passenger’s Charter results - the great news is that our bus and rail services have topped their on time targets!  
 
This independent research was carried out in the spring of this year and measured our performance against the targets in the Passenger’s Charter.
 
The research showed our customer satisfaction remains at a high level; our passengers are pleased with our ‘on time’ results and the comfort of our vehicles.  
The big story is that these results and the rising number of people using buses and trains show that investment and our own hard work are paying off.  
 
But we cannot be complacent.  The research also clearly tells us that customers have concerns about value for money – not surprising given the overall economic climate.  
 
Value is about price and quality.  While the cost of fuel is something outside our control – the quality of service is well within our control and this is what we must focus on.

Overall, the results are great - well done to all! And keep up the good work.

 
Catherine Mason,

Group Chief Executive