With yet another good set of passenger survey results, you might think that the industry got it cracked. You’d be wrong, there’s much more to do
Bus passengers may be generally content with their service, but congestion and traffic jams are beginning to impact on their overall satisfaction. More than a quarter of journeys in England were held up by congestion.
This is the headline news from the latest Bus Passenger Survey (BPS) of 47,000 passengers in England and Scotland by independent statutory watchdog Transport Focus (TF).
While 87% of passengers in England were either ‘satisfied’ or ‘very satisfied’ with their local bus service – up from 86% in 2015 – congestion is impacting on passenger ratings for punctuality and waiting times. Satisfaction with punctuality ranges from 65-84% (average 73%) down from an average of 75% the previous year.
TF Director David Sidebottom says: “Passengers tell us they want a frequent, punctual and reliable service which offers value for money: the ‘core product’.
“The results show that despite satisfaction levels remaining high, increasing road congestion and the impact of road works is hitting the ability to deliver these basics in some of our towns and major cities.”
Multiple streams
TF carries out a yearly BPS to compare and benchmark what passengers think about their bus service. This is one of several pieces of bus passenger research TF carries each year.
Launching the report in an event hosted by Merseytravel in Liverpool, TF CEO Anthony Smith said: “When we started the BPS in 2009 people said it wasn’t possible – that you couldn’t compare different regions – but we said that the experience of waiting for a bus is pretty similar everywhere.
For the second consecutive year the survey covers Scotland, thanks to partnership funding but adds Mr Smith: “I’m disappointed, frankly, that again Wales is not in this survey.”
The survey is funded roughly one-third each by operators, local transport authorities (LTAs) and TF.
This time it covered 42 areas in England (including the six former metropolitan counties) and 21 bus operating companies, giving a spread of 70% of journeys. In Scotland the majority of the mainland was covered.
Regional meetings
Because the survey period is not secret, it means that rather than presenting a simple set of figures, TF is able to add analysis after sharing the results with operators and LTAs at a series of regional meetings.
As a result specific issues – such as roadworks affecting certain city – can explain a sudden drop in satisfaction. Alternatively, good news can give reasons for increases.
One such aspect is value for money. Passengers are asked specifically to think about the bus journey they have just undertaken – rather than a general view of the service as a whole. Says Mr Sidebottom: “Value for money is not a price – it is an overall proxy for how you feel about your journey.” Therefore factors such as congestion (speed of journey) can come into play.
The good news is that in some areas satisfaction with value for money is improving.
There are indications this may be helped by operators and authorities introducing simple, affordable flat fare deals for younger passengers in places such as Milton Keynes.
More detailed research is to be done in this area, especially as the BPS only questions 16-year-olds and above.
“We are due to ask young people aged between 14 and 19 what they need and expect from public transport and bus travel specifically,” says Mr Sidebottom. “This new research, expected in the summer, will help us better understand young people’s priorities.”
What’s the point?
Given that shifts in results move relatively slightly each year, cynics might ask ‘why bother’. TF is very clear: “We base what we do on evidence, not anecdotes, and bring lots of voices to the table. In particular it gives clear benchmarking.
“The fact that operators fund almost one-third of the cost is an acid test of the survey’s value
“The industry is doing a good job, but it’s important to see how you’re doing compared with your colleagues, what the differences are and why the differences happen,” says Mr Smith.
Adds Mr Sidebottom: “The results convert into a message to lobby for change amongst bus operators, LTAs, governments. It gives a good eight years of consistent work.”
In short
Overall satisfaction now ranges into much-coveted 90+ club, with LTA members being including ‘PTE’ areas, unitary authorities and shires. Of the ‘big five’, national Go-Ahead scores top (90%) for satisfaction, while Stagecoach takes the prize for value-for-money (68%). For individual operators, the highest overall satisfaction is Konectbus (95%), followed closely by Arriva in Cheshire East (94%), Trent Barton, Oxford Bus Park & ride, Reading Buses, Arriva in Tyne & Wear (all 93%).
routeone Comment
The credibility of the BPS is not just about showing the winners, but providing clear benchmarks that others aim for.
In Liverpool and West Midlands, the bus alliances with the LTAs use BPS satisfaction not only as a benchmark, but also as a target. Delve deep into the figures and you’ll discover not only what makes a satisfactory journey, but also what makes a great journey.
Expressed as block graphs (see above) it clearly shows the vital role of the driver.
Timeliness accounts for 24% and the driver for 23% – almost half the result – to make a satisfactory journey.
To turn that into a great journey it’s the bus driver (31%), along with the on-bus environment (19%). And, it’s your drivers that you have total control over. The prize is there for the taking.
Full report and briefing presentation at www.transportfocus.org.uk
