An undercover "mystery shopper" riding Tauranga's Bay Hopper buses has uncovered issues with the friendliness, helpfulness and the appearance of drivers.
The person posing as a shopper rode the buses to test the strengths and failings of the service contracted out by the Bay of Plenty Regional Council. Highest scores were given for general driving, quality and comfort and the first impressions.
Council staff were now working with the operator to improve the areas of concern identified by the mystery shopper, which included the punctuality and reliability of services.
Keeping to timetable also ranked near the bottom of a bus user satisfaction survey, even though 66 per cent were still satisfied with the punctuality.
Lowest polling was whether people felt they were getting value for money (60 per cent satisfaction) and the frequency of services (64 per cent).