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Bus users in Medway have given the 'thumbs up' to a massive boost to local services by Arriva.

A £10 million investment saw sweeping changes to the Arriva bus network in Medway – bringing an overnight transformation to public transport in the region.

In addition to an improved, more comprehensive network, state of the art technology, extra employee training and enhancements to information provision, Arriva's investment saw 61 new vehicles and another 40 modern, refurbished vehicles introduced on a single day.

Drivers received additional customer service training, and improvements were made to bus stops, with easy to understand timetables and real-time route information.

An NOP survey of Arriva customers before and after the investment helped to gauge their reaction.

Improvements in service provision – through higher frequencies and better punctuality - experience at the bus stop and on the bus, services and drivers' attitudes were amongst the attributes showing significant improvements, according to customers. The results also indicate that Arriva has made great strides in improving the levels of information provided for customers.

Most Arriva vehicles in Medway now provide low-floor easy access to help those with limited mobility and people with young children. The new buses feature car-like levels of comfort including seating with headrests, tinted windows and a distinctive new 'look and feel' giving an improved ambience and a better travelling experience.

Kevin Hawkins, commercial director, Arriva Southern Counties, said:

By introducing so many new vehicles and service improvements at one time, in one place, this has been the most significant vehicle investment any bus operator has ever made outside London.

He said:

Bus provision in Medway now gives people a real public transport option and has represented a step change in the future of public transport here.

Whilst we are very pleased that customers have expressed a positive response to the developments in Medway, we are continuing to focus on improving our services even further.

Cllr Phil Filmer, Medway Council portfolio holder for Highways and Transport, said:

We are extremely pleased that Arriva chose Medway for its huge investment plan. Bus travel in the area has been transformed and this has been borne out by the National Opinion Poll survey of Arriva's passengers. I am delighted with the results and look forward to further improvements and continued close working with Arriva.

Note to editors

• NOP Research Group is part of NOP World, one of the world's largest market research and business information companies, offering both custom and syndicated research, as well as research-based consulting, and analytic CRM services around the world.