Enhancing Transport Services: Insights from Parent Feedback

At Zeelo, we're committed to constantly improving our transport services to meet the needs of schools and parents alike. arent feedback is a key measure for defining areas for improvement, allowing us to gain essential insights that are shaping the future of school transport. Let's explore how these insights are driving positive, consistent change.

‍Conducting Effective Parent Surveys

Capturing parent feedback through open days and surveys is crucial for the successful implementation of a school transport program. These platforms offer invaluable opportunities for parents to express their opinions, concerns, and suggestions regarding their children's transportation experience. Open days provide a face-to-face interaction where parents can directly engage with school administrators and transport providers, allowing for real-time dialogue and clarification of any queries - often vital to giving new or prospective parents confidence in the service. Surveys, on the other hand, offer a convenient way for parents to provide feedback, ensuring a broader range of perspectives are captured and allowing the identification of trends by area or year group. By actively seeking input from parents through these channels, educational institutions and transport providers can gain comprehensive insights into the effectiveness and satisfaction levels of their transportation services. It’s important to note that one should not exclude non-service users as they can be both an important measure of potential interest in the service, plus, even those who may never use the service (such as those who walk or cycle to school) can act as strong advocates to other parents - benefiting from reduced numbers of cars on their local streets and improving safety at the school gates.

Zeelo recently surveyed on behalf of a school just outside London, without an existing service, with a response rate representing over 85% of the school population - showing a clear interest in the school run across the board. Of those respondents, 70% drove their children to school with only around 20% relying on public transport (in an area that appears at first glance to be well-connected). 

This vital information allowed Zeelo and the school to identify high-demand areas for new routes and, importantly, identify the specific pain points of public transport including overcrowded public buses (44% raised); the need for multiple changes; long travel times and concerns about their child being too young (36%)) that a private service could solve.

Involving parents in the feedback loop fosters a sense of partnership and collaboration, reinforcing the notion that their opinions are valued and taken into consideration. Ultimately, by harnessing the power of open days and surveys to capture parent feedback, school transport programs can strive towards providing safer, more efficient, and parent-approved transportation solutions that meet the needs of all stakeholders.

Here at Zeelo, we understand the importance of gathering feedback directly from parents. Our survey strategies are designed to capture comprehensive insights while ensuring convenience for participants. 

Establishing Key Performance Indicators (KPIs)

Armed with this data, we're establishing key performance indicators (KPIs) to enhance service quality continuously. Our focus areas align directly with parent priorities. Safety, identified as the top concern by 77% of parents in a recent survey, is at the forefront of our initiatives. We're implementing measures to improve safety protocols and enhance the overall security of students during transit.

Zeelo's KPIs regarding safeguarding encompass various critical aspects to uphold the highest standards of student safety during transportation. Firstly, on-time performance serves as a fundamental metric, ensuring that students arrive at their destinations promptly and reliably and are not left waiting at stops for the service to arrive. Secondly, Zeelo prioritises the screening and monitoring of its drivers by requiring valid enhanced eDBS (enhanced Disclosure and Barring Service) checks, along with verification through the DBS Live Update Service to continuously monitor their status. This stringent process helps guarantee that drivers meet the necessary safeguarding criteria. 

Additionally, Zeelo mandates a minimum Green OCRS (Operator Compliance Risk Score) for drivers, ensuring their adherence to safety regulations and performance standards. Regular performance management reviews conducted by Operation Managers every three months further ensure accountability and competence among drivers., Zeelo maintains a rigorous safety inspection schedule for all vehicles, conducting thorough checks at least every six weeks to identify and address any potential safety concerns promptly. By implementing these robust KPIs, Zeelo demonstrates its unwavering commitment to safeguarding students' well-being throughout their transportation experience.

Ensuring the safety and well-being of students on school transport is of paramount importance for educational institutions and communities alike. School transport serves as a vital extension of the school environment, where students should feel secure and protected. Effective safeguarding measures on school transport not only mitigate potential risks such as accidents or emergencies but also build trust and confidence among parents and guardians. By implementing rigorous safety protocols, including driver training, vehicle maintenance, and adherence to regulations, schools demonstrate their commitment to prioritising the welfare of students during transit. Furthermore, promoting a culture of respect and responsibility among students onboard reinforces positive behaviours and minimises the likelihood of incidents.

Driving Positive Change, Together

At Zeelo, we believe in collaborative improvement. By actively listening to parent feedback, we're evolving our services to meet the evolving needs of families and schools. Together, we're building safer, more efficient, and more tailored transport solutions that benefit everyone involved.

We invite you to explore how Zeelo can elevate your school's transport services and make the start of the new academic year a smooth and stress-free experience. With experience and dedication honed on providing transport for thousands of students every day, we're ready to partner with you in ensuring that your transport system not only meets the demands of the new academic year but also sets new standards for efficiency and safety.

Contact us today to learn more about Zeelo and how we can tailor our solutions to your school's unique needs. Your journey towards building a seamless and effective transport service that differentiates your school begins here.

Download our full guide today for a comprehensive overview of getting your school transport ready for the new academic year!

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