Top marks from customers for hoppa

Top marks from customers for hoppa

Hoppa, Waverley’s community bus service, is celebrating an overwhelming ‘thumbs up’ from its passengers following a recent customer survey.

An astounding 100% of respondents to hoppa’s survey said they would recommend the bus service, which serves customers in Godalming, Haslemere, Cranleigh and Farnham, to friends and family. Over 90% and in some cases virtually 100% of customers consistently rated the quality of hoppa’s services as good or excellent. This included the politeness of staff and the reliability and promptness of the service.

“My staff and I are absolutely overwhelmed with this positive feedback from our customers, says Steve Forward, General Manager at hoppa. ”We are constantly striving to provide a friendly and reliable service. Many of our customers have no other way to get around so it’s important to all of us that when they use hoppa, we are helping to make their lives better by taking them to the places they need and want to go, comfortably and efficiently. It’s reassuring to know that much of what we do helps us achieve that goal.”

Hoppa provides low cost, door-to-door transport as well as a number of scheduled services within Waverley. Residents can register as a member for free. Many rely on the service because they have mobility difficulties, live in isolated areas, are on a low income or are unable to drive. All the services are wheelchair accessible.

Customers also commented through the survey to explain how the service helps them. A customer who is in their 90s said: “It’s good to have such kind helpfulness from [the] hoppa driver down to the day centre.” Others said: “Service is excellent. Don’t know how I managed without it,” and “Without this service we would not be able to go out. We are one mile from the buses.” Many more commented on the excellent reliability and the helpfulness of the drivers.

Most of hoppa’s customers use the service at least once a week. They use it to get to medical appointments, to shop and to see family and friends.

Steve Forward adds: “Seeing the feedback from our customers is a reminder of how important our service is to them. We will be scrutinising our survey results further, particularly the comments, to see if we can find ways to improve even more.”


Headline figures

Promptness of answering telephone: 62% rated excellent, 38% rated good. Less than 1% rated poor or fair.

Politeness and efficiency of staff: 75% excellent, 25% good. Less than 1% rated poor or fair.

Reliability of service: 71% excellent, 29% good. Less than 1% rated poor or fair.

Friendliness and helpfulness of drivers, cleanliness and tidiness of buses: combined scores of 99% for excellent or good.

To find out about hoppa, visit its website at or call 01428 681701. Hoppa is funded by Waverley Borough Council, Surrey County Council, and Godalming, Farnham and Haslemere Town Councils as well as individual donations.


Note to editors

560 regular service users were surveyed in September.

48% of those surveyed completed the survey.

55% of customers use the service weekly and 3% use it daily.