Complaints help drive real improvements in customer service

摘要

My wife and I often travel into Warrington town centre on a Tuesday evening using the Network Warrington service 5 from Altrincham. Since service changes earlier in the year, the particular service we use, the 18.39 off Altrincham, due at our stop at 19.17, had regularly been between 8 and 21min late, which as winter approached was becoming a not too pleasant, cold experience, waiting in a draughty bus shelter. On one occasion in November, a bus turned up 30min late. When asked if he was the 18.39 from Altrincham, the driver replied that no, that one is behind. We had tried to ring the company to ascertain if the bus was in fect working (as we had done once before, some months ago) but there was no reply, not even a recorded message. To compound the issue, the same driver of this diagram was due to take another service out 12min after arriving in Warrington. The drivers on our bus were regularly called on the radio to ask where they were, as they were so late, and in most cases were told that another driver would cover the next journey. I had already contacted Network Warrington about these delays using the online form a couple of weeks before the latest incident, suspecting a scheduling problem. The following morning my wife rang the company.