An annual survey conducted by Evimetrix places Flygbussarna customers at the top of the list of Stockholm’s most satisfied passengers compared to several other companies in the passenger transportation industry.
In the survey, more than 2,000 Stockholmers were asked to rank the various transportation companies based on different categories such as low price/good deals, good booking capabilities, good payment solutions, friendly and helpful staff, comfortable seating, environmental friendliness, reliability, safety, accessibility, security, good and informative website, schedule punctuality and trip frequency.
Other companies in the survey included Arlanda Express, Flixbus, Nettbuss, Swedish Railway (SJ) and Stockholm Public Transport (SL).
The survey revealed that the factors which had the greatest impact on the overall customer experience were reliability, low price/good deals, and friendly and helpful staff. In the two first categories, Flygbussarna was rated well above average and, in terms of friendly and helpful staff, Flygbussarna was ranked the highest in the industry.
“We’re extremely proud to have achieved the top spot and we’re very pleased that our ongoing efforts to improve the customer experience have generated good results. We know that our drivers and hosts play a large part in making sure customers are satisfied and I would like to extend a big thank you to them,” said Zakaria Abna-Aissa, Business Manager for Flygbussarna in Stockholm.
A new feature in this year’s survey is the Net Promoter Score (NPS). The NPS shows how many of the customers are critics, how many are neutral or how many are big supporters. According to the survey, 40% of Flygbussarna’s customers are big supporters.
“One of our goals for next year’s survey is to turn many of our neutral passengers into big supporters of the company, so they can recommend us to others. To do this, we have to continue to invest in digitalisation and new technology which simplifies and improves the customer experience for our passengers across all aspects of their trip,” said Camilla Tienso, Director of Marketing at Merresor.
This is how the survey was conducted:
The survey was conducted between 14 January and 17 February 2019 via a “Userneeds” Internet panel. The survey was primarily aimed at anyone over the age of 18 and living in Stockholm County. A total of 2,041 people took part in the survey.e
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