How satisfied were 50,000 bus passengers with their journeys? All is revealed in Transport Focus’ Autumn 2018 Bus Passenger Survey
Buses are doing a great job at keeping their current passengers pleased. In fact, almost nine in 10 passengers are satisfied with their last journey, as shown in Transport Focus’ latest Bus Passenger Survey.
Transport Focus spoke to 50,000 passengers across 49 areas and operations in England (outside of London), and nine in Scotland about their overall satisfaction with their journey.
The survey also assessed their satisfaction for a wide range of aspects including value for money, the bus stop, waiting for the bus, on the bus, outside the bus and the bus driver.
Improvements
In England 88% of passengers were satisfied with their last bus journey, with 91% satisfaction in Scotland.
There has been an improvement in overall satisfaction ratings for younger bus passengers, rising to 80% (from 77% in 2017) among 16- to 18-year-olds, which David Sidebottom, Director at Transport Focus, has described as “good to see”. He adds that it builds on the recent campaigning by Transport Focus to make bus a better deal for young passengers.
In England passengers on Trentbarton buses in Derbyshire were the most satisfied overall with their journey at 96%, while Diamond Bus passengers in Worcester were the least satisfied with 60%.
David says: “Nearly half of passengers surveyed in England say the bus is the only real means of transport available to them, so it’s vital that their service is on time, reliable and offers good value for money.
“Bus companies like Trentbarton show what can be done when bus operators and transport authorities use the Bus Passenger Survey results to identify improvements for their passengers.”
Good value
Satisfaction with value for money ranged from 81% to 44% across the areas surveyed in England (averaging 64%) – which David says there is room for improvement.
“More operators and authorities must work together to attract new passengers and ensure bus continues to provide an essential lifeline to communities,” he adds.
Operator success
Passengers travelling with Stagecoach recorded improved satisfaction across a number of areas, including journey time, the friendliness of the driver and the availability of seating, with 90% of its customers being satisfied with their bus service – the same score as last year.
More than nine in 10 Stagecoach customers in England gave the thumbs up to the company’s services in Cumbria and North Lancashire, East of England, Derbyshire, Gloucestershire, Kent, Merseyside, Nottinghamshire, Oxfordshire, South West of England, Tees Valley, Tyne and Wear, Swindon and West of England.
Giles Fearnley, Managing Director at First Bus, says: “The real value is in the analysis we receive for each of our local businesses. We use the feedback to focus on areas of improvement and indeed work has already started in taking these latest results forward.
“There have been good improvements seen across some of our businesses and in particular, First in Cornwall and First South Coast improved their overall satisfaction by 4% to 88% and 89% respectively. Aberdeen and Manchester improved theirs by 1% to 89% (Aberdeen) and 82% (Manchester). Four businesses improved their satisfaction with punctuality; South Yorkshire by 1% to 71%, Cornwall and York by 4% to 73% and 75% respectively and First South Coast improved their satisfaction with punctuality by 10% to 77%.”
Reading Buses is celebrating its success due its customer satisfaction rising to 94%. Up by 6% over last year when the survey took place during road works and road closures affecting journey times and punctuality.
The operator has risen to 6th out of 68 bus operators in England and ranked as number one of the 31 bus companies within unitary authority areas against whom it was rated.
A total of 814 customers were surveyed, and their responses indicated improvements in punctuality and journey time, though Reading Buses customers say congestion and traffic jams – particularly in the morning peak – are still affecting their journeys.
Welcoming the results, CPT Interim Chief Executive, Peter Gomersall, says: “For many people, the bus continues to be a lifeline and the only viable means of accessing [places].
“It is therefore vitally important that bus services meet passengers’ needs by being punctual, reliable, clean, affordable and comfortable.
“And the latest Bus Passenger Survey results clearly demonstrate that the vast majority of bus operators are doing just that; delivering high quality, reliable services to passengers on a daily basis.”
Full report can be found at: bit.ly/2EYCtdd
Key findings from national operators – averages:
Overall satisfaction
Arriva 87%
First 83% (-1%)
Go-Ahead 92% (-1%)
National Express 84% (-1%)
Stagecoach 90%
- Value for money
Arriva 65%
First 57% (-6%)
Go-Ahead 64% (-1%)
National Express 66% (+3%)
Stagecoach 65% (-3%)
- Punctuality
Arriva 72% (-1%)
First 66% (-2%)
Go-Ahead 80% (+3%)
National Express 70%
Stagecoach 75%
- On-bus journey time
Arriva 85%
First 80% (-1%)
Go-Ahead 88% (+2%)
National Express 82% (-3%)
Stagecoach 86% (+1%)
