A better bus service is just the ticket for Medway

Bus users in Medway have given the 'thumbs up' to a massiveboost to local services by Arriva.

A £10 million investment saw sweeping changes to theArriva bus network in Medway – bringing an overnighttransformation to public transport in the region.

In addition to an improved, more comprehensive network, state ofthe art technology, extra employee training and enhancements toinformation provision, Arriva's investment saw 61 new vehicles andanother 40 modern, refurbished vehicles introduced on a singleday.

Drivers received additional customer service training, andimprovements were made to bus stops, with easy to understandtimetables and real-time route information.

An NOP survey of Arriva customers before and after theinvestment helped to gauge their reaction.

Improvements in service provision – through higherfrequencies and better punctuality – experience at the bus stop andon the bus, services and drivers' attitudes were amongst theattributes showing significant improvements, according tocustomers. The results also indicate that Arriva has made greatstrides in improving the levels of information provided forcustomers.

Most Arriva vehicles in Medway now provide low-floor easy accessto help those with limited mobility and people with young children.The new buses feature car-like levels of comfort including seatingwith headrests, tinted windows and a distinctive new 'look andfeel' giving an improved ambience and a better travellingexperience.

Kevin Hawkins, commercial director, Arriva Southern Counties,said:

By introducing so many new vehicles and serviceimprovements at one time, in one place, this has been the mostsignificant vehicle investment any bus operator has ever madeoutside London.

He said:

Bus provision in Medway now gives people a real publictransport option and has represented a step change in the future ofpublic transport here.

Whilst we are very pleased that customers haveexpressed a positive response to the developments in Medway, we arecontinuing to focus on improving our services evenfurther.

Cllr Phil Filmer, Medway Council portfolio holder for Highwaysand Transport, said:

We are extremely pleased that Arriva chose Medway forits huge investment plan. Bus travel in the area has beentransformed and this has been borne out by the National OpinionPoll survey of Arriva's passengers. I am delighted with the resultsand look forward to further improvements and continued closeworking with Arriva.

Note to editors

• NOP Research Group is part of NOP World, one of the world'slargest market research and business information companies,offering both custom and syndicated research, as well asresearch-based consulting, and analytic CRM services around theworld.