Increase in satisifaction for First bus passengers in Norfolk

Caption: (L-R) First Eastern Counties Norwich operations manager, Lee Howes, General Manager, Hugo F

Caption: (L-R) First Eastern Counties Norwich operations manager, Lee Howes, General Manager, Hugo Forster and Business Manager, Chris Speed. Submitted - Credit: Archant

Customers on First buses in Norfolk are more satisfied with the service than they were three years ago, a new survey has revealed.

Nearly nine out of 10 customers in the county said they were 'very satisfied' or 'fairly satisfied' with the service - at 89pc, a 2pc increase since 2011 - in a national bus passenger survey published by independent watchdog, Passenger Focus.

The survey is considered the bus industry's definitive gauge of passenger satisfaction and was carried out between September 8 and December 1 last year.

The survey also noted improvements in punctuality, cleanliness and appearance of the buses and drivers' attitudes - although only 53 per cent of passengers were satisfied with the services' value for money.

Managing director of First Eastern Counties David Squire said: 'We are thrilled with our score which reflects the hard work and commitment of all my colleagues.

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'We've got excellent teams in place at our depots who are improving our services and helping encourage more people to travel with First.'

Laurie Egan, Norfolk County Council's travel network manager, added: 'We work very closely with bus operators in Norfolk and these are encouraging results which show that initiatives like our Quality Bus Partnership is helping them deliver higher quality, and more reliable services which their passengers want.'

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First Eastern Counties operates out of three locations in Norfolk – Norwich, Great Yarmouth and King's Lynn.

A spokesman said that last year's restructuring had given greater autonomy to the local teams, which was helping the company deliver better services for customers and contributing to the improved Passenger Focus score.

The survey was conducted by Passenger Focus with responses from 34,000 passengers covering 34 area-operators. Within England, it was conducted in the following areas: six former metropolitan authorities; two transport authority areas groups and 11 local transport authority areas.

Norfolk Green bus services also had 89 per cent of passengers very or fairly satisfied with their services.

Has your experience on First buses in Norfolk been particularly good or bad? Let us know. Email reporter David Bale at

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