As ftr reached the milestone of its second year in service in York following the launch back in May 2006 customer satisfaction levels are on the up.

London based market research company Network Research carried out this third phase of independent research at the end of 2007 to assess customer satisfaction with ftr in York. 200 customers travelling on ftr were interviewed in December to find out more about their views on the service and to compare with previous research conducted to gauge whether customers felt ftr had improved.

Overall the news is great.

A snapshot of the results below highlights the good news:

91% of customers rate the overall quality of service as ‘Good’ or better up from 76% in July 07
 
94% of customers in York rated their most recent journey as ‘Good’ or better up from 91% in July 07

94% of customers rated the standard of driving by ftr pilots as ‘Good’ or better up from 86% in July 07

97% of customers rated the helpfulness of the Customer Hosts as ‘Good’ or better up from 89% in July 07

94% of customers rated the ease of buying a ticket as ‘Good’ or better up from 58% in July 07

Customer’s perceptions have changed significantly over the past two years as ftr has become a familiar sight on the streets of York and travel patterns are slowly starting to change with 41% of customers in York admitting that they did have access to a car but chose to travel with ftr!

The next round of research will be conducted this July and there are high hopes that satisfaction levels will continue to rise.