Magazine serving the bus and rail transit & motorcoach operations since 1904
Issue link: https://metromag.epubxp.com/i/102390
TOP 50 MOTORCOACH GROWTH OPPORTUNITIES Government 64% 12% those marketing methods, and no operators reported using the Yellow Pages. One new survey question addressed marketing segments operators made a special effort to reach. Eighty percent chose universities; about one-half selected seniors, sports teams, and church and religious groups; and about one-third selected commuters. Limo/Paratransit 57% 45% Private Companies 52% Partnered With Other Carriers Schools Two-thirds of carriers increased business by obtaining government contracts. Fiftyseven percent took on private company contracts, and about one-half partnered with other coach operators and secured school contracts. 18 < mETRO mAGAZINE JANUARY 2013 INNOVATIONS Wi-Fi and GPS were the most popular innovations cited, with one-third installing them this year, a slightly higher number than in 2011. Approximately onefifth added electronic onboard recorders or iPads for driver convenience in compliance tracking, and 8% added 100-volt outlets and created apps. Lakeland Bus Lines of Dover, N.J. enhanced the user-friendliness of its website, particularly with capability to send status alerts to customers' phones. Another operator that has been on the Top 50 list in the past, Sebring Fla.'s Annett Bus Lines, installed technology on its coaches to let customers track their buses in real time. CHALLENGES The biggest challenge carriers said they faced in 2012 was hiring, training and retaining good drivers who understand customer service. Perhaps in response, more than 80% of the Top 50 operators, and about three-quarters of all operators surveyed, stepped up driver training in customer service, (27%), ADA requirements (31%), and to a lesser extent, eco-driving (6%). About one-quarter of operators struggled with pricing and operation costs, and slightly more than 10% faced the obstacles of competing with low-ball operators and keeping up with regulations. We asked again this year about whether coach carriers think that the federal government's focus on motorcoach safety is effective. Three-quarters responded yes, which was the same response as last year. Those who were not convinced that metro-magazine.com