04 November 2013

Time to tell Citybus what you think of them!

Having to do a bit of catching up after the internet problems I was having at the end of last week. I was going to post this at the end of last week.

Plymouth Citybus and your Customer Charter

Plymouth Citybus has always respected and valued its loyal customers and we have enormous pride when you tell us time and again that you will only travel with us and will wait for our buses to come rather than get on anyone else’s bus. We see you standing in the rain and waiting and we appreciate your commitment and passion. We are really excited therefore to be able to ask you all to get involved in our Plymouth Citybus Customer Charter, which is going to be our working formal declaration and promise to you all for our relationship going forwards.

Here are just a few of the benefits of us working together to design our joint customer charter:

  • Introduce and reinforce the Citybus Company values and help them to come alive for the customer and our internal teams
  • Ensure internal and external customers understand the expected standards of service
  • Ensure commitment from the internal and external customers due to individual involvement in the design of the charter.
  • Show a transparency to the Citybus team of the future customer objectives from and for the business
  • Show a transparency to the customer and stakeholders of the future customer objectives from and for the business
  • Provide possible training and development needs which could be directly related back to the business
  • Provide standards of service for rewards and recognition
  • Show Plymouth Citybus as an Employer of Choice
  • Provide an ongoing check list for customer service as it will be a living document
  • Improve communication for our internal and external customers

We call our team members our internal customers because we work together internally within the business, but treat each other as our customers, with respect, humour, understanding and patience. We are holding a number of focus groups for our internal and external customers as we can only have a viable, realistic and workable Customer Charter after hearing from you about what you feel it should contain.

A Customer Services Charter is a living document that sets out an organisations aims and promises of service to their customers. It should be developed by both the internal and external customer so that everyone feels part of the process and everyone then can fully embrace the standards and expectations. Customer Service Charters are traditionally written for the external customer but it would be interesting to see if it was possible for the Plymouth Citybus charter to be written for all customers, internal and external.

We have a few questions below if you would like to contribute and of course we would love to hear from you if you would like to attend one of our focus groups.

  1. What customer service have you seen and experienced that you would like to see more of?
  2. What are the standards of customer service that are vital to you?
  3. What do you want from your local bus service?
  4. What would you like to share with us that would help us write our customer charter?

Please send all suggestions for the above to chat@plymouthbus.co.uk If you would like to join one of our focus groups please add this to your e-mail and we will be in contact with you. We look forward to keeping you updated as to our progress.

Source pdf

I know that these sort of announcements are always greeted with a certain amount of sarcasm and suspicion but hopefully this is a serious intent to make the passenger central to the business – as they should be. I look forward to hearing what you think of this – I am sure there will be plenty to say! I am sure many of you will also be happy to let Citybus themselves know what you think.

Public Transport Experience: These (heavily subsidised) normal fares are, as expected, ludicrously cheap with a flat "single" (actually for an hour's travel including change of bus) of just over £1 (€1.30) and the usual range of discounts for regular travel.

Busworld Photography Lausanne is probably the most multi-national city in what was a very conservative Switzerland.

Andys Bus Blog: Last Thursday (31st October 2013) saw the culmination of Trent Barton's 100 Year Anniversary celebrations with a free heritage bus running day in Derby

Andys Bus Blog: we are taking a trip back to 1988 and 1989 to look at a further selection of buses and coaches attending the then popular Mildenhall Air Show.

Andys Bus Blog a mini Norfolk Green Fleet Update

Southern England: Interesting times at First Solent (the new name for Portsmouth, Fareham and Gosport) as allocations shuffle

Public Transport Experience: a stumpy little boat that would puff its way up and down the lochs collecting and delivering general merchandise. David, of course, drives a big blue Volvo lorry

Random Streets:Basel lies in the north-western corner of the country, very close to the borders with both Germany and France.  In fact, some of the communities which make up the Basel metropolis are in France or Germany rather than Switzerland.

Public Transport Experience: A theory for the name is that 'Efford' comes from the 'ford', which spanned the Plym from Crabtree to Saltram House. It was only usable during low tide 'ebb', hence the name ebb-ford and later, Efford.


  1. I hope you don't mind me mentioning this out of context with today's posting. I have just found this URL link from Plymouth City Council. http://www.plymouth.gov.uk/homepage/transportandroads/publictransport/buses/skipper.htm I have not purchased one yet (only started today) but I have often wished that there is a ticket available to the general public that enables all the Plymouth bus operators to be used. This now gives everyone this option for £4 a day and includes Saltash, Torpoint, Wembury and Ivybridge. Great news for me!

    1. Yeah but funny..neither First or Citybus seem to be promoting it.

  2. This is something First have been doing for years ... glad to see PCB finally catching up now

    1. But although First have been doing it for years they have obviously only been paying lip service considering the widespread contempt for the company across most of the UK!

  3. I think Anon at 2053 misses the point. This isn't a Plymouth CityBus ticket. It's orgnaised by the City COUNCIL (different these days) and is valid equally on every operator's bus (with the usual minor exceptions).

    There has been a similar ticket in Southampton and Portsmouth (Solent Travelcard) for a number of years, valid for a day on all operators, similarly organised by the local authorities, with the support of all the operators.

    Let's hope that this ticket is well publicised - and used. It is a valuable ticket, when you live on a road that's served by more than one bus company.

    1. Thanks Petras409 - but I think there is a bit of cross purposes here - anon at 2053 was referring to Plymouth Citybus listening to passengers (the subject of this blog post) rather than the new skipper ticker. Can be confusing as the side bar widget displays comments in the order they arrive to response to any posting. I am in agreement that the tickets need s to be publicised well to succeed

    2. ...which is the problem, as financially each operator is better off by promoting their own day tickets.

    3. If they havn't done so, perhaps the City Council could put an advertisement for the Skipper ticket in the bus shelters/notice boards.

  4. The council have put posters in the royal parade shelters


Have something interesting to say? Please share it here!

(Moderation is currently switched on so please allow a short while before your comment appears on the site. This is only to cut down on spam - not to cut out people who disagree with me!)