HOW TO BUILD TRUST? MAKE PASSENGERS FEEL VALUES
ISSUE NUMBER: TT132

Does it really matter if bus passengers trust the industry and local authorities to provide the service they need? Transport Focus thinks it does, as trust forms the keystone of any commercial or personal relationship. Trust helps keep existing passengers happy and forms the basis for attracting new passengers. Major changes to how bus services are provided outside London are on the horizon. The Buses Bill is the biggest potential change to the way bus services are financed, operated and structured since the 1980s. Any changes in regulation must have passengers at their heart if trust is to be maintained or built. Our report Bus passengers have their say explores passengers' trust in and relationship with the bus industry and how to get more people choosing bus.

The research found that, to improve passengers' trust in the bus industry, bus companies need to get the basics of a bus service right and build better relationships with their passengers. Bus companies and local authorities need to do more than just sell tickets and provide information. Passengers are more likely to trust their bus if they feel their custom is valued.

Full article available in the current issue of Transport Times

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