200 New Routemaster buses (2)

MQT on 2014-11-19
Session date: 
November 19, 2014
Question By: 
Valerie Shawcross
Labour Group
Asked Of: 
The Mayor


The TfL Finance & Policy Committee papers noted that "Given the popularity of NRMs with passengers and their impact in driving up overall customer satisfaction and brand momentum for buses, it is considered that this is a worthwhile investment". Can you explain how the buses are driving up customer satisfaction and brand momentum?


Answer for 200 New Routemaster buses (2)

Answer for 200 New Routemaster buses (2)

Answered By: 
The Mayor

The bus network has witnessed exceptional rises in customer satisfaction recently and this reached record levels of 83/100 in the past two quarters. Many aspects of travel on the bus network help form the view of customers on this, including the presence of New Routemasters.

In past customer satisfaction surveys, the public rated this bus significantly higher for its smoothness of ride and engine noise, and also liked the design and mixture of seats, the fabric used, the two sets of stairs and layout for standing passengers. I can only commend members of the public for their good taste in bus design and support for the return of the iconic Routemaster into London life.