Annual Performance

How to contact Stagecoach Manchester customer services Key Email: [email protected] Facts Stagecoach Manchester, Head Ofﬁce, Hyde Road, Manchester, M12 6JS Tel: 0161 273 3377 If you are unhappy with any of our responses you may contact 111 million The Bus Appeals Body. passenger journeys were made on Stagecoach All appeals should be addressed to: Manchester buses BAB, c/o Bus Users UK, PO Box 119, Shepperton TW17 8UX Tel: 0300 111 0001 29 million E-mail: [email protected] miles operated Website: www.bususers.org across Manchester Public Transport route and information 89% Monday to Friday 7.00am - 8.00pm of journeys started on time Saturday and Sunday 8.00am - 8.00pm Calls cost 12 pence per minute plus your phone company’s access charge. 800 buses across Manchester Annual Made from 50% recycled 2350 Awards & 50% sustainable sources. employees across Stagecoach Performance Manchester depots in 2015 Manchester £19 million City Operator of the May 2015 – April 2016 investment in new buses Year – UK Bus Awards and facilities Silver stagecoachbus.com Stagecoach Manchester provides local bus Our staff Our services New investment Servicing our buses Our community services in Greater Manchester and parts of Cheshire and Derbyshire. We aim to We are a major employer in the local economy Our services covered a total of 29 million miles In addition to our £8.5 million investment in new All our vehicles are inspected by our engineers We are a major employer in the local area and provide safe, reliable, punctual, clean and with around 2350 staff: over the year, compared to 30 million miles vehicles, we have also invested £3 million in the every 28 days, and maintained to high standards enable thousands of people to go about their comfortable services for our passengers and operated in the previous year. park and ride facility at Hazel Grove. to ensure passenger safety and comfort. daily activities. We also work with many local offer a range of value for money tickets. • 1,920 drivers Every vehicle is cleaned daily and in response organisations to improve transport access Our key measures of performance include the • 288 engineers and cleaners We have also supported Greater Manchester’s to customer feedback we have expanded our and information. reliability and punctuality of our services. Our passengers • 142 supervisors, managers and ancillary staff Travelsafe Partnership, a dedicated team which in-service cleaning teams operating in Piccadilly provides regular patrols on the region’s transport We support a number of activities to The majority of our staff also live within the local All of our buses are now fitted with automatic Gardens, Chorlton, Stockport and various In total our customers made 111 million journeys networks. promote bus travel including events like Catch communities in which our buses operate. vehicle location technology. In the past year 89% other locations. on our buses over the year. the Bus Week, Green Week and Customer of our services started their journey within five Over the last year there has also been significant All of our drivers have or are in the process of Independent research by Passenger Focus in Service Week. We encourage our customers to make comments minutes of their scheduled time. Traffic congestion investment and improvement in digital technology earning a Certificate of Professional Competence autumn 2015 revealed 76 per cent of our and suggestions about our services. Over the last and roadworks continue to be the main reason for the benefit of our customers. All of our In 2015 in partnership with Transport for (CPC). They also receive other internal training, customers are pleased with the condition of 12 months we have received 4,801 complaints, for delays. buses are fitted with tracking technology and Greater Manchester and other bus operators such as cycle awareness and disability awareness. the bus exteriors, and 70 per cent were satisfied equivalent to one complaint for every 23,654 we launched a new website which enables our we launched Greater Manchester’s first multi- We continue to seek improvements both through with the tidiness of the bus interiors. passenger journeys. We comply with our industry customers to access live bus information as well as operator smart ticketing scheme – get me there. Our engineers have skilled qualifications, and we rescheduling our services and in discussions with code of practice and every complaint is thoroughly offering improved journey planning and the option Our environment are active in getting more young skilled people in Transport for Greater Manchester and our local We also work closely with our staff to raise funds investigated. Every suggestion or comment on to buy tickets online in advance of travelling. our company each year through the Stagecoach highway authorities. In 2015/16 we made more We continue our aim to become a greener, for local charities. We raised £14,500 for our possible improvements is considered and many Apprenticeship Scheme. than 130 timetable changes to improve punctuality, smarter bus operator; not just on the road but former charity partner Francis House Children’s changes to services, routes and timetables have which we know has been a growing problem for in our depots, workshops, offices and canteens. Hospice, and in September 2015 our staff elected been made to take into account feedback from Our supervisors and managers have all completed our services and customers. our new charity partner, Prevent breast cancer our customers. relevant training courses for their roles. Many of Stagecoach Group has achieved the Carbon (formerly Genesis) Through a range of fundraising our staff have shown an impressive commitment In May 2015 our X50 service, launched in 2009, Trust Standard for reducing energy consumption, An independent customer satisfaction survey by activities including sponsored runs and cycles and loyalty to Stagecoach. Each year we hold Long which operates between Manchester City Centre and continues to have a challenging CO2 Passenger Focus, published in March 2016, showed and a drive in movie day we have so far raised Service Awards and in 2015/16 44 of our staff and the intu Trafford Centre welcomed on board reduction programme. that our overall customer satisfaction rating was over £5000. achieved milestones of between 20 and 50 years’ its 4 millionth passenger. In July 2015 we launched 81 per cent. service with us. Britain’s first privately funded bus park and ride at Our hybrid electric buses and new buses Hazel Grove and later in the year in response to with the latest Euro 6 engines are designed to Our fleet We are proud of our employees for both customer feedback introduced the X92 express maximise fuel efficiency. In the last year these their work performance and their individual We operate a fleet of 800 buses, which include: service from Hazel Grove to Manchester. buses operated around 5.5 million miles last achievements. In the last year, we have seen one 2 In October 2015 we also launched a new service year, resulting in a CO saving of 8519 metric • 132 hybrid electric buses of our drivers and one of our engineers receive Later in 2016 we will be introducing a mobile app X34/34 between Bryn and Manchester via tonnes. The rest of our fleet runs on B30 diesel • 64 buses with Euro 6 engines a Stagecoach Champion award and there have to further enhance our interaction with customers. Leigh, Boothstown and Worsley. This service is which has only 70 per cent carbon content, been numerous individual charity and community and our engines are fitted with controls which In the last year we invested £8.5 million in 34 provided by new buses with Euro 6 engines to efforts from across our workforce. optimise fuel consumption. Every bus is also double-decker buses with Euro 6 engines which reduce carbon emissions, and also offers fitted with technology that gives drivers instant reduce carbon emissions dramatically and add to customers the chance to get online using our feedback on their driving and allows us to better our fleet of efficient, modern buses. free on-board Wi-Fi. assess performance. All of our vehicles are fitted with CCTV We recycle or redirect away from landfill around and over half have free Wi-Fi for the convenience 98% per cent of our total waste. of our customers. .

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