Victoria Coach Station

Providing a safe, comfortable environment for coach travellers, as well as those seeing off or welcoming passengers, is of prime importance. In fulfilling this role we are charged with making a defined commercial profit.

Customer Satisfaction Survey results

Below are the results of our quarterly Customer Satisfaction Surveys in six key areas. 

  Target (%)
Q1 2012/13
 Q2 2012/13
 Q3 2012/13
 Q4 2012/12
Information and signage
 80 86 85 84 87
Cleanliness 73 75 76 75 77
Staff availability and helpfulness
 75 84 82 82 85
Facilities and services
 72 75 72 71 77
Pleasantness 72 77 77 76 79
Overall performance of Victoria Coach Station
 72 80 80 80 81

We believe that our customers are entitled to expect staff to be helpful, pleasant and knowledgeable about the services we offer.  

We also believe that Victoria Coach Station should provide clear and accurate information and a clean and civilised environment in all waiting areas.

Customer Service Excellence logo

Victoria Coach Station is the first organisation in the transport sector to be awarded the Government's Customer Service Excellence Standard.

This award replaces the former government Charter Mark Scheme and was given in recognition of the outstanding level of customer service we provide at the Coach Station.

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