New bus station doubles customer satisfaction

New Rochdale facilities double customer satisfaction

Overall user satisfaction has doubled since the opening of Rochdale’s new bus station, according to an independent survey of passengers.

A survey of over 200 interchange users carried out in May 2014, six months after the opening of the new facility, found that 98% of those asked were satisfied overall with the facilities.

A corresponding survey carried out in March 2013 had found that just 48% of those asked were satisfied overall with the facilities at the old interchange.

Other notable improvements identified since the arrival of the new facility included:

• Satisfaction with protection from the weather (2013 - 11%, 2014 – 98%)
• Ease of buying tickets (2013 – 82%, 2014 – 96%)
• Good access (2013 – 66%, 2014 – 95%)
• Signs to direct passengers to other forms of transport (2013 – 67%, 2014 – 94%)
• Safety waiting for a bus at night (2013 – 45%, 2014 – 93%)
• Having staff available at the interchange at all times (2013 – 29%, 2014 – 98%)

However, the surveys did identify areas that need improvement, with 6% of those asked dissatisfied with the toilet facilities, 5% dissatisfied about cycle parking facilities and 4% dissatisfied with the range of cafes, shops and newsagents.

Transport for Greater Manchester (TfGM) is currently working with Rochdale Council to improve cycling parking facilities at the interchange while a coffee shop is also due to open this autumn.

Both surveys interviewed over 200 people from a mixture of backgrounds over a one week period. The purpose was to establish the importance of different facilities to passengers and monitor opinions of the facilities ‘before’ and ‘after’ completion of work.

Chairman of the Transport for Greater Manchester Committee, Councillor Andrew Fender, said: “The surveys provide a snapshot of public opinion before and after construction and we are delighted that the latest results show high levels of customer satisfaction with the new facility.

“Not only does Rochdale Interchange provide transport users with better links between rail, bus and Metrolink services as well as improved passenger facilities, accessibility, information, safety and security, but it also provides a provide a fantastic, modern gateway for the town centre.

“We will continue to work with bus operators to improve the services we offer and encourage more people to use the facility."