Bus Éireann sets record with highest customer satisfaction rate in company's history

BUS ÉIREANN has achieved an all-time high in customer satisfaction for the 2022/23 period.

The results, obtained from an independently conducted survey of Bus Éireann customers nationwide, reveal a 91% overall customer satisfaction rate, marking 12 consecutive months of success for the company.

The independently measured survey, which interviewed over 1,200 passengers, assessed various metrics including punctuality, safety, and customer service. The results showcased more than 90% of passengers expressing a sense of security on board, perceiving value for money, and commending the friendly and helpful drivers.

Michelle Peacocke, Head of Customer Experience at Bus Éireann, stated: "Passengers are at the heart of everything we do in Bus Éireann, and our goal is to become the most customer-centered and greenest transport company in Ireland.

"Achieving an overall customer satisfaction score of 91% is a testament to our Bus Éireann colleagues, who live our values of putting the customer first, delivering top performance, ensuring safety, fostering a culture of forward-thinking, respect, and collaboration every single day."

Last year, Bus Éireann recorded 89.5 million passenger journeys, covering over 225 million passenger kilometers, making it the largest public transport network in the country. The company has experienced a remarkable increase in passenger numbers, with national figures currently 15% higher than in 2019.

Additionally, Bus Éireann was honored with the prestigious Customer Focus Achievement Award at The Irish Logistics and Transport Awards this year. The award recognised the company's excellence in customer service, acknowledging special initiatives introduced throughout the year. One initiative was the Customer Appreciation Day, where employees from various departments visited nine stations nationwide to personally engage with customers, provide assistance, gather feedback, and understand customer expectations.

To ensure a satisfactory experience while traveling with Bus Éireann this summer, the company offers several travel tips for passengers, these include using Real Time Passenger Information (RTPI) on the TFI Live app, booking Expressway tickets online for a 5% discount, using a TFI Leap Card on Bus Éireann PSO services, customers can get a 30% discount on single adult fares.