LOCAL bus operator Diamond Buses has pledged to put customers first in its bid to shake off its less-than-perfect reputation.
Over the past four months, the company has undergone many changes, with new members of staff and new processes being introduced.
General manager, David Brundrit told a county transport forum in Redditch: “We are making changes from the top down. When I first arrived in Redditch, I was quite surprised at how much work needed to be done. The overall customer experience was lacking, but we are already making positive changes to alter that.
“Current bus timetables are now available in the library and we are working on making them available elsewhere.
“The appearance of our drivers is a big focus and new uniforms have been ordered. The level of customer service our drivers provide is also very important to me and customer service and new driver training is now in place.”
He added that the company aims to provide a regular, reliable bus service, with clean vehicles, smartly dressed, friendly drivers and to shake the poor reputation Diamond has carried for some time.
He also noted that the Spotted Redditch Facebook page and the Diamond Bus Complaints page have seen a dramatic decrease in activity since changes to the company ethos.
Councillors expressed concerns about the lack of competition in bus providers in the town fearing standards could slip again, but Mr Brundrit said: “We have got a lot of work to do. I think it’s going to be at least four months or so before we are at the standard we want to be, but I am confident we will get there.
“I think we can be on level with the best bus providers in the country.”