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%
“’Using Upland Rant & Rave means that our customers can tell us how they feel about their journey in the moment, allowing us to react more quickly to drive improvements. The ‘at a glance’ dashboard also means we can easily share customer feedback – and the actions we’re taking – with our frontline teams, driving greater ownership of customer experience at all levels of our business.”
– Melanie Rees | Director of Customer Experience | First Group Bus