The use of signs in buses encouraging passengers to positively interact with drivers leads to an increase in those behaviours, a research trial operated in conjunction with Transport for London found.
Researchers at the University of Sussex today published their findings that just 23% acknowledged their driver when boarding a London bus and only 8% do so when alighting. This is despite 84% of passengers believing it had a positive impact on drivers. However, installing signs on the driver cab door and exit doors of more than 150 buses across Hammersmith led to 30% of passengers greeting the driver when entering the bus.
The 30% increase could translate to 140 million more positive interactions between drivers and passengers per year, based on Department for Transport bus usage statistics, the researchers found.
The pre-trial findings were based on 2,929 counts of passenger behaviour on the control route, while the trials with signs were based on 7,250 counts.
The report, which is due for publication in a scientific journal, called on operators and others in the sector to consider implementing and promoting signs such as these across bus networks to encourage greater engagement.
The researchers reported that their additional interviews with drivers highlighted the positive effect these interactions had on their working life. The report thus also called on drivers to engage further with passengers aboard.
Jamie Cole, Senior Advisor to the Director of Bus, TfL, says in the report: “It is very easy to overlook the positive difference a simple ‘hello’ or ‘thank you’ can have on someone’s day. Bus drivers do an incredible job helping people navigate their way across London. This is a great initiative to encourage customers to show just how much they appreciate drivers and the work they do.”
Confederation of Passenger Transport Chief Executive Officer Graham Vidler adds: “CPT research has shown that a little bit of appreciation goes a long way, with bus drivers telling us that a ‘thank you’ is one of the things that is most satisfying in their work. It’s great to see how far the simple steps described in this report can go in getting more drivers the thanks they deserve.”
