Right, that is my point. The CP B/Os don't have any consequences for their actions, so they do everything they can to avoid having to work. You may remember my posts from the height of covid, when I had to get VG8 to contact MTA higher-ups to get the dispatchers to meet me at my stop, to catch the B/Os who were turning off their signs and blowing past me, so they could have empty buses and not drive into the city.
Ever since then, I've noticed that B/Os don't say "you're welcome" when folks say "thank you", they don't kneel the bus, they block seats, they sit at the terminal and leave a few minutes late consistently, and all sorts of other small things that just drive away riders over time.
I actually did listen to a City Council hearing from a few days ago, with Richard Davey, who made a point of saying they are looking into expanding EXP service concurrent with congestion pricing, but then also noted that absenteeism on the DOB side is statistically significantly higher now than in years past, and they didn't really indicate any solutions to this. He did also note they are trying to improve bus tracking to include tracking on detours, which is nice.