The National Express Master Driver programme was created across the Group to encourage and recognise excellence in driving. It provides a framework to measure the performance of drivers and identify those with an impeccable safety record and outstanding driving skills. But it goes beyond just driving skills to recognise those drivers who are ambassadors for customer service, who impress customers each and every day through consistent and exceptional demonstration of National Express’ customer service standards.
The programme is being followed throughout the Group’s businesses, but ALSA has made particularly good progress in introducing it. The programme is based on an ongoing assessment of the results from each driver. Depending on their score they are classified into three categories – Professional Driver, Advanced Driver and Master Driver. Drivers are incentivised to work on improving their scores, enabling them to reach higher levels. During 2014, more than 1,300 drivers from ALSA took part in the Master Driver programme, achieving excellent results and 800 more will participate in 2015.