Stagecoach surges ahead on Satisfaction Index
Stagecoach is celebrating its achievements in the latest UK Customer Satisfaction Index (UKCSI) results.
It has had the most significant year-on-year (YoY) improvement across the bus and coach sector in the Index. It is the top-performing bus operator in key customer experience metrics.
The UKCSI shows overall satisfaction across sectors in the UK has improved for the first time since January 2023 (+1.5 pt YoY). The transport sector has improved by 2.4 points in the same period and Stagecoach has outperformed in the sector, improving by 4.6 points.
Conducted by the Institute of Customer Service, with fieldwork spanning September–October 2024 and March–April 2025, the July 2025 UKCSI results paint a clear picture of transformation in Stagecoach’s customer satisfaction:
- Overall score: Stagecoach climbs to 72.3 (+4.6pt).
- League ranking: Moves up 8 places to 20th out of 37 transport organisations, (28/38 in July 24)
- Net Promoter Score (NPS): Jumps to +1.9 (+15.6pt), marking Stagecoach as the only bus operator in positive territory
- Customer effort score: Lowest among all transport operators at 3.8, indicating high ease of service
Debra Goodwin, Chief Customer Officer at Stagecoach, said: “This exceptional improvement reflects the dedication of our teams who put customers first every day. From simplifying the travel experience to actively responding to feedback, we’re proud of the progress.”