Listening attentively to passengers' preferences
We refer to a letter to the editor dated August 20 about Commercial Radio 2 (CR2) broadcasts on KMB buses. I would like to clarify the rationale behind this service development.
KMB always aims to add value across the spectrum of passenger experiences. To name but a few, this has included offering air-conditioned services, collaborating with manufacturers to design and deploy super-low-floor buses that enhance accessibility, and providing route information via LED displays on buses for passengers' benefit.
Our present CR2 broadcasts are an extension of similar value-added services. Indeed, we started several years ago by broadcasting traffic updates, news and weather forecasts on some of our buses with the aim of providing useful information and enjoyment to passengers. This has been implemented on a trial basis and feedback and follow-up study has been encouraging.
In response to the high level of acceptance and increasing demand for this service by passengers, KMB has collaborated with CR2 to broadcast their programmes for bus passengers since July 26 on more than 200 air-conditioned buses, serving routes between new towns and urban areas, cross-harbour routes, and feeder routes within districts. Overall feedback so far has been positive.
While planning for this broadcast, we have prudently considered passenger comfort and smooth operation. To ensure passenger comfort, the regular volume setting is set at a level which is comfortable for listening. In addition, installation of speakers is carefully designed so that they are evenly distributed throughout the bus compartment on both decks.
Passenger satisfaction matters to us. Bus captains were instructed before launch to respond to passenger requests on volume. Should passengers find the volume too high or too low, they can let the bus captain know so that it can be adjusted. We understand that passengers differ in preferences. As it is difficult to cater for the vast array of preferences, we acted on passenger feedback.
It has been less than a month since we launched this service and we are in the process of gathering opinions from our most valued passengers for further improvement.
We once again thank your readers for their comments, and will continue to monitor reactions so we can deliver the high-quality service KMB passengers expect.
JENNIFER WONG Corporate Affairs Manager Kowloon Motor Bus Co Ltd
