At the Mercedes-Benz symposium, examples from Germany and the Netherlands also showed how local public transport companies can boost their business and operating result by offering high quality. In the Netherlands, Qbuzz was able to gain new bus lines and concession contracts, thanks to its effective quality assurance. Qbuzz focuses its quality assurance efforts on the drivers because they directly represent the company to its customers, the passengers. Another positive feature is the transparency of the Qbuzz organization, which enables clients to gain up-to-the-minute information on transport operation and the bus lines — even online. The high quality of Qbuzz is demonstrated by the company’s promises to customers, which range from on-time bus operation to outstanding driver service and a money-back guarantee.
The quality assurance efforts of the German transport company Spillmann focus mainly on the attractiveness and equipment of the vehicles. The overall concept constitutes a philosophy that incorporates the customer before he or she even gets on the bus. The combination of cutting-edge technology and high-quality equipment, as well as of service, customer preference, and complaints management has been so successful that Spillmann, which has one of Germany’s newest local public transport fleets, is very popular among customers. Passenger numbers are steadily increasing and vandalism is almost unknown. What’s more, the unique lighting concept and high-quality equipment have led to a high level of customer satisfaction, which has been measurably shown to have generated positive effects. "Torches" in the vehicle interiors, LED lamps, lighting along the floors, entertainment systems, and customer preference management are all investments that have paid off for the transportation company. Bus names like "Metro Lounge" and "City Lounge" already show on the exterior what Spillmann wants public transport to be for its customers: inviting, relaxing, and appealing.