Here at Traveline Cymru, our customers are at the forefront of everything we do. From the look and feel of our website, to the functionality of our app and the implementation of new technological innovations within our services. We want every aspect of the service we deliver to best meet the needs of our wide ranging customer base.

With this in mind, back in 2018, we created our Customer Insight Panel. Representing each region of Wales, our panel are regularly sent online surveys and involved in consultations on potential changes to a Traveline Cymru service. Once we have collated all the feedback from our panel, this then feeds into the development and implementation process within the Traveline Cymru team. In the past, concepts and changes taken to the customer panel have included:

• Improvements to the Traveline Cymru Cycle Planner tool- this now includes information about danger points on routes such as road crossings and traffic lights; route elevations; congestion predictions; and a CO2 calculator to help cyclists plan their journey and be safer on the roads.
• Improving the look and feel of our Timetables page- we recently updated our timetables page to make it even simpler for customers to use, improving the scrolling feature of the timetables itself, making disruptions and PDF timetables easier to locate and drawing greater attention to the day selection tabs.
• Communicating Covid-19 transport disruptions to customers- whilst we had to respond quickly to the Covid-19 pandemic, we also wanted to make sure timetables changes (in light of the pandemic) were communicated as effectively as possible to customers.
• We’re currently in the process of developing a Fares Tool (where customers can find the best value ticket option for their bus journeys) and Capacity Checker (to see how bus your bus is), both of which our panel have had the opportunity to review and offer feedback on.

All of these developments (any many more!) have been informed by suggestions made by our panel. As we want our Customer lnsight Panel to be the most robust and reliable in the industry, we’re calling out for anyone who is interested in having their say when it comes to our public transport information delivery to join.

There is no obligation to respond to our communications by signing up to the Customer Insight Panel, you can reply to as many or as few as you like. But the more of your views we can gather, the more well-rounded picture we can build.

If you would like to join our panel, please sign up on our dedicated Customer Insight Panel web page.