West Midlands’ 87% bus passenger satisfaction

A Transport Focus survey has shown that 87% of bus passengers in the West Midlands are happy with their service. The Bus Passenger Survey questioned over 1,550 people across the metropolitan area between March and May this year. The research shows that of the 48 key indicators rated for satisfaction by West Midlands passengers, a total of 36 scored higher than in the previous survey in autumn 2014, with a further seven, including the overall 87% satisfaction rate, remaining the same. Key findings include an 81% satisfaction rating for punctuality (up 5%), a 90% score for ease of getting on and off the bus (up 1%) and 86% satisfaction with the on-bus journey time (up 1%). The survey also showed encouraging findings in terms of concern amongst passengers about anti-social behaviour such as rowdiness, feet on seats, loud music and drinking. The level of concern in all nine categories of anti-social behaviour had fallen when compared to the previous survey.

Cllr Kath Hartley, a member of the West Midlands Integrated Transport Authority’s (ITA) Delivery Committee, claimed the higher satisfaction rates were a reflection of improvements brought in over the last three years as part of the Partnership Plus project. The scheme sees Centro, National Express West Midlands and Arriva Midlands working together to improve buses.

MD of National Express West Midlands, Peter Coates, said, ‘These are very positive results and reflect the hard work of our 5,500 members of staff. However I know that there is still more to do and lots that we can improve further. I see these results as proof we are on the right track not that we have reached our destination.’



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