Hello, I am the Network Developer and Quality Controller and it is my job to monitor, measure and report NCT performance, both internally and externally.

It is my responsibility to ensure that we are meeting our promises and targets, and also to identify ways that NCT can improve our service to you.

This section outlines Nottingham City Transport's Passenger Charter – our statement underlining our commitment to you – the users of our bus network.

As Nottingham 's major transport provider, our aim is to continually improve the standard of our service. This includes every aspect of our network – from punctuality and reliability to staff politeness, vehicle cleanliness, route branding and vehicle allocation.

NCT has identified 7 performance indicators and set a challenging target for each one. These indicators and targets are shown below this leaflet and we will report our achievements to you on a monthly basis.

This section also tells us how you can contact us and share your views about our performance – since as a passenger on our network, you are best placed to suggest improvements and let us know where we can improve.

Find out more about how we have chosen our 7 indicators and targets here. We will be continually reviewing our indicators and plan to add new ones in the future, as well as increasing targets too.

Anthony Carver-Smith
Network Developer and Quality Controller

Please share with us –

• Your comments about our service and performance
• Your compliments about our staff – we will always convey your thanks
• Your complaints – let us know if things go wrong so we can aim to resolve them for you

The NCT Travel Centre is the central place for all customer contact and our Consultants are fully trained and ready to assist you.

You can contact us:

• By telephone: 0115 950 60 70
• By e-mail: travelcentre@nctx.co.uk
• By post: NCT Travel Centre, 5 South Parade, Nottingham , NG1 2JS
• Online: www.nctx.co.uk
• In person: NCT Travel Centre, Old Market Square

Your feedback is very important and it allows us to identify areas where we can improve the service we provide to you. We recognise that you will want us to investigate your comments thoroughly and appreciate you will want a prompt response. We aim to respond to all comments, complaints and suggestions within 10 working days of receipt.

Nottingham City Transport's vision is to provide the best possible public transport service for the people of Nottingham.

We will:

• Deliver the most reliable service possible
• Keep you informed about change to your services
• Supply accessible and understandable information about our services
• Provide safe and comfortable vehicles
• Operate our network with friendly and helpful staff

Mark Fowles
Managing Director

Unlike train companies, bus operators are not required to publish their performance to the public. NCT however, thinks that passengers have a right to know how well we are doing in the areas that affect them the most – reliability, punctuality, travel centre and the bus fleet.

NCT has identified seven performance indicators that reflect the most important aspects of our network for you, our passengers. We will be continually reviewing our indicators and plan to adsd new ones in the future, as well as increasing the targets too.

Some of these indicators are national targets and NCT has adopted these as our starting point. Some are targets we have set ourselves, based on our experiences and feedback from passengers.

Our indicators are:

NCT will report our performance to you on a regular basis, showing how our actual performance compares against our target.
Click here to find our latest performances