markymark2000
On Moderation
Yes, I agree with you that some sort of central model for customer queries but forcing everything through a single office means no local knowledge. The Stagecoach model works best I find having the local divisions monitor their own social medias. If individual depots want to respond, that's upto the company but at least there is some degree of local knowledge in each area.Whether you like it or no, the central model for customer queries is the most cost effective way of dealing with questions. Chances are there isn't anybody available in the depots to handle ad-hoc phone calls, same as for individual bank branches.
Interestingly most of the major companies will post on social media about diversions, late buses etc - and whilst I know the argument will be 'but what about those who don't have a smart phone', you can make that point about pretty much anything. Back in the day you could pay be cheques in stores, that's no longer the case, back in the day you could pay your gas or electricity bill by cash, again that's no longer the case. There are relatively very few people who don't have or use a smart phone - the stats for 2020 say 84% of adults have a smart phone - it was 34% in 2011 and 58% in 2015. And whilst the approx 15% who don't tend to be in the older age group, those in their 60s are already familiar with and using smartphones are going to be the 70 somethings fairly soon, so the number will continue to diminish.
The question about local input into timetabling and routing decisions is reasonable - that's absolutely something which should happen. But to go back 20 years and provide depot phone numbers and employ people to field occasional queries or lost property handling isn't viable.
As for late buses/diversions, you say that but Arriva doesn't really post anything. Some depots are good but others are dismal. Look at the Wales twitter. With the exception of the service enhancements in Chester, the last post about any sort of service update was over a month ago. Any mention of the Sealand Road closure which affected the 10/10As at night? No, nothing. There are also some enquiries where social media isn't good enough for a specific enquiry, more so when the social media team just point you to fill in the contact form and you then have to sit and wait for a reply. Lost property for example, if you call the depot, you can normally find out quite quickly if something has been handed in and if not, they can put a message out and get a reply. There is also a lot of times when depots or local areas can explain the reasoning for something happening or can provide more upto date information. I tried calling up about a year ago to ask about a fare for a local journey. It took me over an hour in the queue and then it took a further 20 minutes for them to find the service and fare. Are you telling me that is acceptable? I was a lot more patient than other people, others would have just given up and gone by car.
I take your point on depots employing specific people to do the job but I know with Stagecoach, it's just the allocators who answer calls and do social media updates. Social media customer service, emails and general calls go to local head offices and are dealt with by one, maybe 2 people. Very small team. It's much better to have 1 person in 10 different divisions than having 10 people in a central location. Not least because there will be some degree of local knowledge and they will be able to deal with situations much, much quicker and in a way which is much better for the passengers.