Bus Éireann has achieved all-time-high customer satisfaction results for 2022/23.
The results, gathered in an independently measured survey of Bus Éireann customers nationwide, reveal a 91% overall customer satisfaction rate for 12 consecutive months for the first time in the company’s history.
The independent external audit measured customer satisfaction across a wide range of metrics, including punctuality, safety, and customer service. The survey, interviewing over 1,200 passengers, revealed scores of over 90% for Bus Éireann – for passengers feeling safe onboard services, representing value for money, and providing friendly and helpful drivers.
“Passengers are at the heart of everything we do in Bus Éireann, and our goal is to become the most customer-centred and greenest transport company in Ireland,” said Michelle Peacocke, Bus Éireann head of customer experience. “Achieving an overall customer satisfaction score of 91% is a testament to our Bus Éireann colleagues, who live our values of customer first, delivering performance, ensuring safety, being forward-thinking, and fostering a culture of respect and collaboration each and every day.
“Bus Éireann achieved 89.5 million passenger journeys last year, covering over 225 million passenger kilometres, representing the largest public-transport network in the country. There are more people than ever using our services – passenger numbers, nationally, are 15% higher than they were in 2019 – and we look forward to continuing to focus on exceptional customer service for all our Bus Éireann passengers into the future.”
Bus Éireann employs almost 2,800 people across 17 locations. The company operates 1,100 vehicles, serving 5,000 bus stops around the country. According to a KPMG report commissioned by Bus Éireann, the company contributes almost €270 million to the Irish economy annually, supporting up to 8,800 jobs directly and indirectly.
© 2023 Hospitality Ireland – your source for the latest industry news. Article by Dave Simpson. Click subscribe to sign up for the Hospitality Ireland print edition.