Nine in Ten bus passengers satisfied, Transport Focus says


Nearly nine in 10 passengers using buses were satisfied with their last journey, according to new research by the transport watchdog.

Almost 50,000 passengers took part in Transport Focus’ Autumn 2018 Bus Passenger Survey.

In England 88% of respondents were satisfied with their last journey, with 91% of passengers in Scotland satisfied.

A Trent Barton Skylink bus

Transport focus said satisfaction levels in England varied from 96% among Trent Barton passengers in Derbyshire to Diamond Bus passengers in Worcester, of whom only 60% were satisfied.

Satisfaction with value for money also varied across the areas surveyed in England, ranging from 81% to 44%, with an average of 64%.

David Sidebottom, director at Transport Focus, said: ‘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 Trent Barton show what can be done when bus operators and transport authorities use the Bus Passenger Survey results to identify improvements for their passengers.’

He added: ‘There are huge variations in satisfaction with value for money ratings across England and Scotland, so there is still 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.’

Findings in England include:

  • satisfaction with punctuality ranged from 83% to 60% (averaging 74%)
  • satisfaction with the greeting offered by the bus driver has risen to 76% in 2018 from 74% in 2017
  • the proportion of passengers who said they experienced behaviour during their journey that caused them to worry or feel uncomfortable ranged from 4% to 10% (averaging 6%)
  • satisfaction among 16 to 18-year olds has risen to 80% from 77% in 2017
  • satisfaction with the journeys made during peak hours is lower – 85% in the morning and 83% in the afternoon, whereas outside the peak overall satisfaction is at 90%.

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