Bus Passenger Survey Autumn 2018 Summary of Key Results in Scotland Scotland Area Results Key Findings

This is a summary of the full survey report, which is available here: www.transportfocus.org.uk/research-publications/research/bus-passenger-survey Bus Passenger Survey Autumn 2018 Summary of key results in Scotland Scotland area results Key findings

Key findings by area

Overall satisfaction with the bus journey (%)

% – very/fairly Results by area satisfied* Highlands (625) 88 North East (1158) 89 South East (1746) 94 Strathclyde (1290) 90 South West (615) 94 Tayside and Central (1292) 91

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Satisfaction with value for money (%) – fare-paying passengers % – very/fairly Results by area satisfied* Highlands (280) 55 North East (586) 57 South East (1700) 76 Strathclyde (739) 68 South West (287) 66 Tayside and Central (711) 67

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Satisfaction with punctuality of the bus (%) % – very/fairly Results by area satisfied* Highlands (577) 73 North East (1117) 73 South East (2390) 83 Strathclyde (1180) 78 South West (577) 84 Tayside and Central (1205) 82

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

2 Satisfaction with on-bus journey time (%) % – very/fairly Results by area satisfied* Highlands (609) 86 North East (1181) 84 South East (2477) 87 Strathclyde (1275) 90 South West (610) 92 Tayside and Central (1260) 90

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Factors affecting journey length – how this varies by area (%)

Overall satisfaction amongst key passenger groups – how scores vary by area

Reading The chart below shows the different factors affecting the length of time that passengers’ journeys the chart took and how these varied by the 6 regional transport partnership areas (listed on page 154). The white band shows the range of scores (the percentage of journeys affected) for each factor and the black dots mark the individual scores for each area. The highest and lowest scores are shown at each end of the white bands. This shows, for example, that congestion/traffic jams tend to impact upon a higher percentage of journeys than roadworks, as the white band is further to the right. However, there is wider variation in scores for congestion/traffic jams than there is for roadworks.

0 10 20 30% Congestion/traffic jams 8 20 Time it took passengers to board 7 15 Road works 7 14 Waiting too long at stops 2 7 Poor weather conditions 2 8 Driver driving too slowly 1 2

Q Was the length of your journey affected by any of the following?

Passengers could provide more than one answer

3 Scotland operator results Key findings

Key findings by bus operators

Overall satisfaction with the bus journey (%) % – very/fairly satisfied* National operators First (2158) 87 National Express (714) 92 Stagecoach (2237) 92 Operators First Aberdeen in North East (346) 88 First Glasgow in Strathclyde (1060) 88 First Scotland East in South East (534) 89 First Scotland East in Tayside and Central (218) 68 Lothian Buses in South East (1009) 95 Stagecoach in Highlands (467) 85 Stagecoach in North East (796) 91 Stagecoach in South West (482) 93 Stagecoach in Tayside and Central (305) 97 Xplore Dundee in Tayside and Central (714) 92

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q Overall, taking everything into account from start to end of the bus journey, how satisfied were you with your bus journey?

Satisfaction with value for money (%) – fare-paying passengers % – very/fairly satisfied* National operators First (1235) 62 National Express (417) 72 Stagecoach (1053) 66 Operators First Aberdeen in North East (194) 45 First Glasgow in Strathclyde (651) 65 First Scotland East in South East (263) 66 First Scotland East in Tayside and Central (127) 36 Lothian Buses in South East (1300) 79 Stagecoach in Highlands (198) 51 Stagecoach in North East (387) 68 Stagecoach in South West (224) 63 Stagecoach in Tayside and Central (145) 70 Xplore Dundee in Tayside and Central (417) 72

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q How satisfied were you with the value for money of your journey?

4 Satisfaction with punctuality of the bus (%) % – very/fairly satisfied* National operators First (2006) 77 National Express (665) 86 Stagecoach (2124) 80 Operators First Aberdeen in North East (329) 68 First Glasgow in Strathclyde (972) 79 First Scotland East in South East (501) 77 First Scotland East in Tayside and Central (204) 65 Lothian Buses in South East (1676) 85 Stagecoach in Highlands (434) 70 Stagecoach in North East (775) 77 Stagecoach in South West (453) 82 Stagecoach in Tayside and Central (290) 80 Xplore Dundee in Tayside and Central (665) 86

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q How satisfied were you with the punctuality of the bus?

Satisfaction with on-bus journey time (%) % – very/fairly satisfied* National operators First (2151) 85 National Express (689) 91 Stagecoach (2227) 90 Operators First Aberdeen in North East (356) 85 First Glasgow in Strathclyde (1052) 86 First Scotland East in South East (529) 85 First Scotland East in Tayside and Central (214) 73 Lothian Buses in South East (1724) 88 Stagecoach in Highlands (454) 84 Stagecoach in North East (810) 83 Stagecoach in South West (470) 90 Stagecoach in Tayside and Central (305) 96 Xplore Dundee in Tayside and Central (689) 91

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q How satisfied were you with the length of time your journey on the bus took?

*Due to rounding the percentage very/fairly satisfied may not always be equal to the sum of the very and fairly satisfied values in the chart

5 Contact Transport Focus

Any enquiries about this research should be addressed to: Robert Pain Senior Insight Advisor 0300 123 0835 Transport Focus is the independent consumer [email protected] organisation representing the interests of: www.transportfocus.org.uk • all users of England’s motorways and major Fleetbank House ‘A’ roads (the Strategic Road Network) 2-6 Salisbury Square London • rail passengers in Great Britain EC4Y 8JX • bus, coach and tram users across England outside London. Transport Focus is the operating name of the Passengers’ Council We work to make a difference for all transport users

This is a summary of the full survey report, which is available here: www.transportfocus.org.uk/research-publications/research/bus-passenger-survey