Bus Passenger Survey shows significant improvement in satisfaction scores.‘These are very positive results,’ says transport minister Baroness Kramer

The percentage of bus users who are satisfied with the service they receive has reached a record 88%, according to the fourth Bus Passenger Survey from Passenger Focus – up from 84% last year.

Speaking at a briefing event in London last week, transport minister Baroness Kramer said: “These are very positive results.”

She added: “The evidence from the survey is encouraging. Bus companies are increasingly focused on the passenger experience. Many of them are working in partnership with local authorities. And passengers are responding positively.”

Two local authority-owned companies achieved the highest satisfaction ratings – Edinburgh’s Lothian Buses (96%) and Reading Buses (94%).

The survey provided further evidence of the rehabilitation of FirstGroup’s UK bus business – its overall satisfaction rating was up five percentage points at 86%.

The survey also demonstrates progress by areas with strong partnerships between operators and local transport authorities. In England’s metropolitan areas, the biggest improvements were made in the West Midlands (up seven percentage points at 86%) and South Yorkshire (up six percentage points at 89%) – a sign that these ground-breaking partnerships are delivering results.

However, Kramer told Passenger Transport that the government continues to support the right of local authorities to choose to pursue Quality Contracts instead of partnerships.


More coverage on the Bus Passenger Survey appears inside the latest issue of Passenger Transport, including:

  • Kramer puts spotlight on accessibility agenda
  • West Mids partners clean up their act

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