First Bus Case Study

In order to deliver a consistent and dependable experience that is trusted by customers, First Bus, one of Britain’s largest bus operators, wanted to focus on understanding how its customers truly felt about their journey.

After implementing Upland Rant & Rave’s innovative, always-on Listening Posts, First Bus began capturing actionable insight through social channels too. Each operating company has access to a personalized dashboard with feedback specific to its locality, enabling it to address issues affecting its customers in real time. First Bus have already made service improvements, such as introducing double-decker buses to busy lines and altering routes to make it easier for customers to travel. It also has the benefit of being able to view feedback from across the country, allowing it to easily recognize trends which can then be addressed at a strategic level.

The proof’s in the pudding

 

Received over 95% of feedback which includes verbatim

Seen its Net Promoter Score increase by 47 points on routes with social channel Listening Posts

Boosted its sentiment score by 18%

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