Independent customer research carried out on behalf of public transport operator First has shown an 87% satisfaction rating amongst passengers using the ftr service.

The research was carried out during December and January by London-based market research company Network Research.  The quality of the ftr pilots, hosts and ticket inspectors, cleanliness of the vehicle, and quality of information all received positive feedback.

Ratings for the ticket machines, the ease of buying a ticket, and for the length of time customers had to wait for an ftr received lower ratings.

The research also indicated a small percentage of people who have access to a car but who are using ftr to make a local journey.

Richard Eames, managing director of First York, says:  "This is the first time we have carried out independent customer research into what our customers think about ftr.  I am delighted that the majority of our customers rate their last journey with us as good or very good.  I am also extremely pleased that our customers have given a clear thumbs up to our team of pilots, hosts, ticket inspectors and cleaners.  The comments about our on-board ticket machines are lower than I would have wished, but the gradual introduction of more customer service hosts who will be selling a wider range of tickets, and giving change, will address those concerns.  Whilst we recognise that there is still much work to be done, this research
clearly shows that ftr is settling in, that our team is providing a good service, and that a significant number of our customers are satisfied with the journeys they make."

Here are the findings of the research:

General:
·     This is the first independent customer research carried out to assess
      customer satisfaction with ftr.

·     Customers interviewed were all users of ftr.

·     200 users were interviewed (initially by direct approach whilst they
      were travelling on the ftr, and then by a follow-up telephone call at
      a time agreed with the interviewer).

·     55% use the ftr every day.

Questions about the ftr service:
·     87% rate their most recent journey as ‘Good’ or better.
      (‘Good’ or better includes ‘Good’, ‘Very Good’ and ‘Excellent’)

·     94% rated the cleanliness of ftr as ‘Good’ or better.

·     88% rated the standard of driving by the ftr pilots as ‘Good’ or
better.

·     92% rated the helpfulness of the customer service hosts as ‘Good’ or
better.

·     93% rated the helpfulness of ticket inspectors as ‘Good’ or better.

·     83% rated the ease of getting on and off as ‘Good’ or better.

·     81% rated the smoothness of ride as ‘Good’ or better.

·     89% rated the level of on-board information as ‘Good’ or better’.

·     92% rated the information carried on the website and on leaflets and
      cards as ‘Good’ or better’.

Changing travel patterns:
·     Before ftr began, 5% used the car for journeys that they now make by
ftr.

·     Four in ten respondents said that they had access to a car.

Where we need to do better:
·     Only 35% rated the ease of buying a ticket as ‘Good’ or better.  This
      is what we are doing to improve that.
      -     More Customer Service Hosts are gradually being introduced.
            They will sell a wider range of tickets and give change.
            Customers can continue to use the on-board ticket machines to
            pay their fares or validate their tickets.
      -     Additional PayPoint outlets are being added to the 52 already
            available throughout the city.

·     When asked if they had to wait longer than expected, 30% said
      ‘regularly’.  This figure is too high and this is what we are doing
      about it.
      -     Speeding up journey times with the introduction of customer
            service hosts.
      -     Continuing to monitor congestion hot spots and working with the
            council to find solutions.
      -     Using Real Time tracking at the ftr depot to help proactively
            improve service delivery for customers.