North East

North East

Chris Moyes Memorial Award for Top National Bus Driver

sponsored by Traffilog

Finalist

Arriva North East

Justyna Wawrzycka

Justyna's positivity is infectious and she carries out everything she does at Arriva's Newcastle depot with huge amounts of enthusiasm and passion. Considered a shining example of how a smile and friendly demeanour can massively impact on the customers' overall experience, Arriva is very proud of her achievements and in 2012 she was awarded Newcomer of the Year at Arriva North East's Made a Difference (MAD) Awards. Justyna was made an Arriva Angel at her depot - a select group of bus drivers who promote outstanding customer service - despite only joining the group in 2011 and impressed the judges with her approach to her work.

Putting Passengers First

sponsored by Euro Bus Expo

Silver Award Winner

Go North East

Investing in our customers

Despite the difficult north-east economy, Go North East has not been content to rest on its reputation for service and innovation, but has continued to implement initiatives both in service provision and the way that it interacts with its customers. The way the company uses new technology to help put passengers first appealed to the judges, as did the way customer feedback is collected on a daily basis through social media and via its customer service team - and then acted upon. An extensive market research programme backs up this approach with an on-line passenger panel, targeted research, and mystery traveller checks and Passenger Focus customer satisfaction scores of over 90% reflect the success of the company's approach

The Award for Marketing Initiative of the Year

sponsored by Passenger Transport

Finalist

Arriva North East

X1/1/1b - people disappearing every 15minutes

Seeking to promote the frequency of three services along a particular section of route, increase passenger numbers and capitalise on a £1m investment in new buses, Arriva North East devised a 'people disappearing' campaign. The strapline, with its use of humour and messaging targeted at particular types of infrequent bus user has really made people sit up and take notice to the extent that the initiative generated year-on-year growth in passenger numbers of over 15%. This impressed the judges hugely, who considered the campaign a fine example of how marketing tailored to particular audiences can have a major effect on bus use.

The Award for Sustained Marketing Excellence

sponsored by Exterion Media

Finalist

Go North East

Go North East - Marketing for Growth

Go North East has a passion and reputation for service and innovation, which it firmly believes is responsible for its growth in passenger numbers and high satisfaction levels. As well as refreshing conventional approaches, the company has successfully used new technology to improve its communications, pricing and delivery of services across its area, and prides itself for challenging thinking on how buses should be marketed and run. The company's use of solid market research and sophisticated techniques more akin to major retailers to ensure that its business is well supported and its marketing activity targeted and cost effective, appealed greatly to the judges.

Top City Operator

sponsored by INIT Innovations

Finalist

Go North East

Go North East (GNE) has continued to invest, innovate and grow its business despite the challenging economic climate of the north east and political sensitivities, operating a fleet of nearly 700 vehicles from 10 depots, with more than 2,100 employees. New technology in communications, pricing and delivery of services, has allowed the company to refine the commercial initiatives for which it already had an enviable reputation. GNE's industry-leading, fully-responsive website, usable on all types of device, particularly appealed to the judges. A 90% passenger satisfaction score in the latest Passenger Focus survey and improvements in areas such as value for money, passenger wait time and punctuality also demonstrated its commitment to top-class customer service.

Finalist

Stagecoach North East

Stagecoach North East's commitment to high operational standards is reflected in its customer satisfaction scores, despite operating in one of the most challenging economic climates in the UK, recent political pressures and resulting public relations issues. Employing more than 1400 staff, the company operates across Hartlepool, Newcastle, South Shields, Sunderland and Teesside. Stagecoach's emphasis on commercial initiatives including its innovative 'Back on Board' initiative for job seekers and 'VIP' schemes for young people particularly appealed to the judges, as did a strong environmental record from new gas buses and depot processes, and its training and development regime.

Top National Bus Depot

sponsored by Personal Group

Bronze Award Winner

Arriva North East

Blyth

Blyth Depot of more than 150 staff prides itself on being an exceptional operation with outstanding commitment to its passengers, employees and the community it serves. Consistency is key to the operation which runs a fleet of 50 plus buses and lost mileage of just 0.26 and punctuality score of 87% in 2013 have seen its standards maintained. 'It's alive, it's electric' campaign, the sequel saw local people and drivers involved in promoting the new Arriva journey planner app which was rolled out first in the North East in January this year, and the judges were impressed by the depot's full engagement with the community as well as the level of service which Blyth continues to deliver.

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