Passenger satisfaction survey launches today

Today Transport Focus launches its new survey, ‘Your Bus Journey’, to find out how satisfied passengers across England and Scotland are with their bus journey.

The transport research group survey will be used to make the case for future improvements and identify good practice. It is intended to help transport authorities, bus operators and governments to invest in what matters most to current and future passengers.

The survey will focus on the journey passengers are making at that time, measuring satisfaction on a wide range of aspects. This includes the experience onboard the bus, the bus stop, the bus driver as well as their overall satisfaction with that journey and if they think it is good value for money.

It builds on over a decade of running the previous Bus Passenger Survey. Working with the industry, it has found new ways to capture and report on what passengers want from their journeys.

For the new survey, researchers will now speak to passengers at bus stops as well as onboard buses, capturing feedback on a wider selection of routes. Passengers will now be able to access the online version of the survey through a QR code as well as by a text message or email.

The survey will represent the experiences of around 36,000 bus passenger journeys across 35 areas of England and six regional transport partnerships in Scotland providing robust, comparable and benchmarked results.

“Working closely with the bus industry and Governments, we’re looking forward to delivering results and helping make a difference for bus passengers” – Anthony Smith, Transport Focus chief executive

Anthony Smith, Transport Focus chief executive, said: “We’re really pleased to have this survey up and running. We have taken our time to work out how best to measure passengers’ satisfaction with bus services.

“Working closely with the bus industry and Governments, we’re looking forward to delivering results and helping make a difference for bus passengers.”

Starting from 30 January 2023 data will be collected continuously throughout 48 to 50 weeks of the year, with the group giving regular headline measurements. It will also give more detailed journey feedback from passengers at six-monthly intervals with the first scheduled for August 2023.

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