Bus users: 88% are satisfied

Bus passenger satisfaction remains high, according to Transport Focus’s recent report.

The organisation’s Bus Passenger Survey carried out in autumn 2018 revealed 88% of passengers in England (excluding London) were satisfied with their last bus journey. In Scotland, the figure was 91%. Almost 50,000 passengers took part in the study.

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%. Satisfaction with value for money ranged from 81% to 44% across the areas surveyed in England (averaging 64%).

“High quality, reliable services”

CPT’s Interim Chief Executive, Peter Gomersall, said: “For many people, the bus continues to be a lifeline and the only viable means of accessing work, education, the high street (shops) and social activities. 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.

“The satisfaction levels achieved, figures that many industries can only aspire to, are even more impressive given the increasingly challenging operating conditions in which buses operate.

“Each year this Survey proves the resilience of the bus industry and demonstrates that operators continue to deliver for passengers. CPT looks forward to working closely with its operator members, central and local Government, and other key stakeholders to further promote the benefits of bus travel.”

Paul White, CPT’s Deputy Director in Scotland, added: “The Transport Focus results are a clear indication of the hard work and investment made by the Scottish bus industry to deliver for its customers.

“Over £250m has been invested in fleet and service improvements over the past five years and the bus network has grown – despite increasing congestion and operator costs and a fall in real terms of public sector support. 74% of all public transport trips in Scotland are taken by bus. It is vital that the bus network is comprehensive and attractive, not just for existing passengers but to be a viable alternative to the private car.

“While these statistics demonstrate that the Scottish bus industry is performing above the UK average, there is always room for improvement. Many of the hurdles to improving factors such as journey time and value for money, and thereby growing bus patronage, can only be tackled in partnership with local and national government. The partnership model within the Transport (Scotland) Bill will hopefully foster stronger cooperation between authorities and operators and deliver the many benefits associated with growing bus use.”

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