sign in sign up
<<
Home , Bluestar (bus company), Diamond West Midlands, First Aberdeen, Stagecoach East, Stagecoach East Scotland, Stagecoach in Hull

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 2017 Summary of key results

Contents

England authority results 1

England operator results 7

Wales region results 15

Wales operator results 17

Scotland operator results 19

Any authority or operator that might like to be included in future survey waves should contact Robert Pain at [email protected] England authority results Key findings

Key findings by authority areas in England*

The charts below show the range of scores across authority areas.

Overall satisfaction with the journey (%) On-bus journey time

50 60 70 80 90 100

2017 Satisfaction (%) All 78 94 50 60 70 80 90 100 areas* 2016 82 95 2017 All 77 92 areas* 2016 2017 Average = 87 83 93 79 91 PTEs** 2016 Average = 85 82 90 2017 Average = 83 80 89 PTEs** 2016 Average = 83 79 88 Satisfaction with value for money (%) 35 45 55 65 75 85 Factors affecting journey time (%) Passengers told us if their journey time was affected by 2017 All 51 73 any of six reasons (they could choose more than one) areas* 2016 46 76 Proportion of journeys affected:

20 30 40 50 60 70 2017 Average = 67 62 72 PTEs** All 2017 30 56 2016 Average = 66 57 74 areas* fare-payers only 2016 38 58

2017 Average = 39 56 Satisfaction with punctuality (%) PTEs** 50 50 60 70 80 90 100 2016 Average = 52 46 58 2017 All 63 83 areas* 2016 65 84 Journeys were affected by: Road conditions 0 10 20 30

2017 Average = 69 76 72 Congestion 14 32 PTEs** 2016 Average = 72 67 79 Roadworks 6 23 Poor weather conditions 0 6 Anti-social behaviour (%)

Bus related 0 10 20 30 Passengers told us if they had ‘cause to worry or feel uncomfortable’ from the behaviour of other passengers Passenger boarding times 10 26 Proportion of journeys affected:

0 10 20 30 40 50 Waiting too long at stops 2 11 Driver driving too slowly 2017 1 7 All 3 10 areas* 2016 4 10

2017 5 10 Average = 7 PTEs** *The authority areas covered in the autumn 2017 survey are not exactly 2016 5 9 Average = 7 the same as those covered in the autumn 2016 survey, although the majority are the same (including all six PTEs) **Passenger Transport Executive areas

1 Overall satisfaction with the bus journey (%) % – very/fairly satisfed*

Bournemouth (444) 94 (832) 86 (727) 91 (716) 85 Greater (1802) 86 Kingston-upon-Hull (702) 89 Leicester City (667) 86 Mersey & Halton (2007) 92 (601) 83 (980) 89 North East Lincolnshire (457) 89 (404) 87 Northumberland (453) 94 Nottinghamshire (1246) 93 (1155) 90 (491) 86 South (1515) 87 (741) 90 (883) 79 Tees Valley (1850) 91 Tyne & Wear (1657) 93 (329) 89 (2993) 85 West of England (1228) 89 (1506) 83 (439) 78 York (City of) (505) 91

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 satisfed were you with your bus journey?

*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

2 England authority results Key findings

Satisfaction with value for money (%) – fare-paying passengers % – very/fairly satisfed*

Bournemouth (215) 72 Cornwall (323) 54 County Durham (252) 73 Essex (245) 51 Greater Manchester (1019) 72 Kingston-upon-Hull (311) 71 Leicester City (324) 64 Mersey & Halton (968) 70 Milton Keynes (272) 62 Norfolk (382) 59 North East Lincolnshire (234) 71 Northamptonshire (169) 64 Northumberland (153) 65 Nottinghamshire (418) 70 Oxfordshire (651) 67 Poole (170) 69 (746) 67 Staffordshire (275) 65 Swindon (395) 68 Tees Valley (724) 70 Tyne & Wear (750) 71 Warwickshire (150) 66 West Midlands (1722) 64 West of England (630) 64 West Yorkshire (671) 62 Worcestershire (139) 52 York (City of) (236) 70

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the value for money of your journey?

*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

3 Satisfaction with punctuality of the bus (%) % – very/fairly satisfed*

Bournemouth (407) 82 Cornwall (785) 71 County Durham (662) 74 Essex (661) 68 Greater Manchester (1653) 73 Kingston-upon-Hull (642) 74 Leicester City (619) 74 Mersey & Halton (1815) 75 Milton Keynes (579) 68 Norfolk (897) 75 North East Lincolnshire (415) 80 Northamptonshire (378) 68 Northumberland (423) 83 Nottinghamshire (1168) 83 Oxfordshire (1070) 75 Poole (450) 76 South Yorkshire (1328) 73 Staffordshire (675) 75 Swindon (823) 69 Tees Valley (1705) 77 Tyne & Wear (1547) 76 Warwickshire (304) 73 West Midlands (2778) 69 West of England (1150) 71 West Yorkshire (1374) 71 Worcestershire (402) 63 York (City of) (464) 75

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the punctuality of the bus?

*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

4 England authority results Key findings

Satisfaction with on-bus journey time (%) % – very/fairly satisfed*

Bournemouth (447) 91 Cornwall (846) 80 County Durham (738) 88 Essex (730) 83 Greater Manchester (1808) 84 Kingston-upon-Hull (712) 88 Leicester City (687) 85 Mersey & Halton (2049) 89 Milton Keynes (617) 84 Norfolk (992) 85 North East Lincolnshire (460) 88 Northamptonshire (410) 85 Northumberland (463) 92 Nottinghamshire (1270) 88 Oxfordshire (1181) 81 Poole (489) 81 South Yorkshire (1526) 82 Staffordshire (736) 87 Swindon (886) 77 Tees Valley (1855) 87 Tyne & Wear (1686) 89 Warwickshire (326) 87 West Midlands (3060) 80 West of England (1252) 81 West Yorkshire (1521) 80 Worcestershire (446) 81 York (City of) (515) 88

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed 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 Factors affecting journey length (%) – 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 27 authority areas. 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, the variation in scores for congestion/traffic jams and roadworks is similar.

0 10 20 30 40 50%

Congestion/ traffc jams 14 32

Time it took passengers to board 10 26

Road works 6 23

Waiting too long at stops 2 11

Poor weather conditions 0 6

Driver driving too slowly 1 7

0 10 20 30 40 50%

Q Was the length of your journey affected by any of the following? Passengers could provide more than one answer

6 England operator results Key findings

Key findings by bus operators in England*

Overall satisfaction with the journey (%)

50 60 70 80 90 100 National operators – averages 2017 All 72 96 operators 2017  2016  2016 80 95 Arriva 87% Arriva 88% First 84% First 84% Operators 2017 80 94 Go-Ahead 91% Go-Ahead 90% National Express 85% National Express 84% within PTEs 2016 81 93 Stagecoach 90% Stagecoach 86%

Overall satisfaction with the bus journey (%)

% – very/fairly satisfed** National operators Arriva (4383) 87 First (6997) 84 Go-Ahead (7844) 91 National Express (2694) 85 Stagecoach (8769) 90 Operators Arriva in County Durham (264) 88 Arriva in Leicester City (286) 84 Arriva in Mersey & Halton (976) 91 Arriva in Milton Keynes (339) 82 Arriva in Northumberland (285) 92 Arriva in Staffordshire (341) 89 Arriva in Tees Valley (1112) 91 Arriva in West Yorkshire (323) 80 Blackpool Transport (507) 87 (340) 88 and Hove Bus (788) 91 Diamond Bus in West Midlands (186) 84 Diamond Bus in Worcestershire (198) 72 East Yorkshire Motor Services in Hull (238) 91 First in Cornwall (664) 84 First in Essex (437) 85 First in Greater Manchester (622) 81 First in Leicester City (225) 85 First in Norfolk (499) 86 (609) 81 First South Coast (615) 85

*As a result of the areas selected, the proportion of each major operator’s services covered by the survey will vary **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

7 Overall satisfaction with the bus journey (%)

% – very/fairly satisfed** Operators continued First in South Yorkshire (808) 83 First in West of England (1043) 88 First in West Yorkshire (853) 83 First in Worcestershire (211) 82 First in York (411) 90 in County Durham (410) 91 Go North East in Tyne & Wear (892) 94 Harrogate & District (344) 91 and (316) 84 Keighley & District in West Yorks (231) 87 and Anglian Buses (614) 93 Metrobus (excludes TfL routes) (573) 90 morebus in Bournemouth & Poole (667) 89 National Express in West Midlands (2628) 85 Nottingham City Transport (196) 94 Bus in Oxfordshire (465) 89 Oxford Bus – Park and Ride services (262) 93 Citybus (689) 90 (783) 88 Reds (289) 88 (283) 96 Stagecoach Cumbria and North Lancs (441) 87 - Cambs Busway (400) 88 Stagecoach (430) 91 Stagecoach in Greater Manchester (856) 91 (464) 88 Stagecoach in Mersey & Halton (743) 93 Stagecoach in NE Lincolnshire (457) 89 Stagecoach in Northamptonshire (370) 87 Stagecoach in Nottinghamshire (322) 94 Stagecoach in Oxfordshire (512) 91 (539) 88 (436) 91 (272) 85 Stagecoach in South Yorkshire (628) 92 Stagecoach in Swindon (224) 79 Stagecoach in Tees Valley (609) 91 Stagecoach in Tyne and Wear (642) 92 Stagecoach in Warwickshire (244) 91 Swindon’s Bus Co. in Swindon (650) 78 (385) 82 Trent Barton (404) 94 in Bournemouth & Poole (263) 93

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 satisfed were you with your bus journey?

8 England operator results Key findings

Value for money (%) – fare-paying passengers

40 50 60 70 80 90 National operators – averages 2017 All 42 78 operators 2017  2016  2016 43 81 Arriva 65% Arriva 66% First 63% First 60% 2017 Go-Ahead 65% Go-Ahead 63% Operators 61 78 within PTEs National Express 63% National Express 62% 2016 54 81 Stagecoach 68% Stagecoach 68%

Satisfaction with value for money (%) – fare-paying passengers

% – very/fairly satisfed* National operators Arriva (1863) 65 First (3313) 63 Go-Ahead (3705) 65 National Express (1622) 63 Stagecoach (4022) 68 Operators Arriva in County Durham (85) 73 Arriva in Leicester City (152) 67 Arriva in Mersey & Halton (481) 64 Arriva in Milton Keynes (171) 60 Arriva in Northumberland (93) 61 Arriva in Staffordshire (124) 65 Arriva in Tees Valley (406) 66 Arriva in West Yorkshire (135) 63 Blackpool Transport (208) 70 Bluestar (164) 73 Brighton and Hove Bus (432) 56 Diamond Bus in West Midlands (61**) Diamond Bus in Worcestershire (83) 51 East Yorkshire Motor Services in Hull (96) 73 First in Cornwall (250) 52 First in Essex (138) 46 First in Greater Manchester (357) 68 First in Leicester City (122) 60 First in Norfolk (211) 51 First Potteries (300) 65 First South Coast (261) 63

*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 **Low base size

9 Satisfaction with value for money (%) – fare-paying passengers

% – very/fairly satisfed* Operators continued First in South Yorkshire (418) 67 First in West of England (572) 62 First in West Yorkshire (418) 61 First in Worcestershire (52**) First in York (214) 70 Go North East in County Durham (150) 72 Go North East in Tyne & Wear (381) 69 Harrogate & District (105) 59 Hedingham and Chambers (82) 55 Keighley & District in West Yorks (83) 66 Konectbus and Anglian Buses (332) 74 Metrobus (excludes TfL routes) (274) 60 morebus in Bournemouth & Poole (268) 70 National Express in West Midlands (1593) 63 Nottingham City Transport (66**) Oxford Bus in Oxfordshire (295) 65 Oxford Bus – Park and Ride services (195) 75 (350) 51 Reading Buses (398) 66 Salisbury Reds (118) 50 Southern Vectis (75) 56 Stagecoach Cumbria and North Lancs (156) 65 Stagecoach East - Cambs Busway (209) 42 Stagecoach Gloucestershire (170) 60 Stagecoach in Greater Manchester (531) 75 Stagecoach in Hull (215) 70 Stagecoach in Mersey & Halton (398) 78 Stagecoach in NE Lincolnshire (234) 71 Stagecoach in Northamptonshire (156) 62 Stagecoach in Nottinghamshire (115) 61 Stagecoach in Oxfordshire (262) 67 Stagecoach South (208) 64 Stagecoach South East (114) 65 Stagecoach South West (103) 50 Stagecoach in South Yorkshire (310) 67 Stagecoach in Swindon (113) 73 Stagecoach in Tees Valley (251) 72 Stagecoach in Tyne and Wear (325) 72 Stagecoach in Warwickshire (107) 60 Swindon’s Bus Co. in Swindon (277) 67 Thames Travel (213) 65 Trent Barton (131) 73 Yellow Buses in Bournemouth & Poole (117) 73

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the value for money of your journey?

10 England operator results Key findings

Punctuality (%)

40 50 60 70 80 90 National operators – averages 2017 All 61 90 operators 2017  2016  2016 60 88 Arriva 73% Arriva 74% First 68% First 67% Operators 2017 63 85 Go-Ahead 77% Go-Ahead 79% National Express 70% National Express 70% within PTEs 2016 65 84 Stagecoach 75% Stagecoach 72%

Satisfaction with punctuality of the bus (%)

% – very/fairly satisfed* National operators Arriva (4048) 73 First (6414) 68 Go-Ahead (7270) 77 National Express (2513) 70 Stagecoach (8014) 75 Operators Arriva in County Durham (240) 66 Arriva in Leicester City (268) 75 Arriva in Mersey & Halton (886) 74 Arriva in Milton Keynes (328) 66 Arriva in Northumberland (259) 82 Arriva in Staffordshire (314) 75 Arriva in Tees Valley (1025) 79 Arriva in West Yorkshire (303) 66 Blackpool Transport (471) 78 Bluestar (307) 76 Brighton and Hove Bus (697) 83 Diamond Bus in West Midlands (162) 63 Diamond Bus in Worcestershire (175) 62 East Yorkshire Motor Services in Hull (222) 72 First in Cornwall (628) 69 First in Essex (401) 66 First in Greater Manchester (567) 64 First in Leicester City (208) 73 First in Norfolk (451) 69 First Potteries (552) 67 First South Coast (572) 67

*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

11 Satisfaction with punctuality of the bus (%)

% – very/fairly satisfed* Operators continued First in South Yorkshire (706) 70 First in West of England (979) 70 First in West Yorkshire (780) 71 First in Worcestershire (198) 61 First in York (372) 71 Go North East in County Durham (373) 77 Go North East in Tyne & Wear (846) 77 Harrogate & District (318) 81 Hedingham and Chambers (289) 71 Keighley & District in West Yorks (206) 85 Konectbus and Anglian Buses (574) 87 Metrobus (excludes TfL routes) (564) 77 morebus in Bournemouth & Poole (609) 79 National Express in West Midlands (2452) 70 Nottingham City Transport (184) 84 Oxford Bus in Oxfordshire (420) 73 Oxford Bus – Park and Ride services (241) 82 Plymouth Citybus (637) 69 Reading Buses (756) 73 Salisbury Reds (277) 70 Southern Vectis (260) 90 Stagecoach Cumbria and North Lancs (391) 74 Stagecoach East - Cambs Busway (366) 74 Stagecoach Gloucestershire (400) 77 Stagecoach in Greater Manchester (781) 77 Stagecoach in Hull (420) 75 Stagecoach in Mersey & Halton (674) 75 Stagecoach in NE Lincolnshire (415) 80 Stagecoach in Northamptonshire (346) 67 Stagecoach in Nottinghamshire (299) 86 Stagecoach in Oxfordshire (479) 75 Stagecoach South (493) 70 Stagecoach South East (404) 77 Stagecoach South West (249) 73 Stagecoach in South Yorkshire (552) 74 Stagecoach in Swindon (208) 68 Stagecoach in Tees Valley (557) 70 Stagecoach in Tyne and Wear (587) 72 Stagecoach in Warwickshire (223) 73 Swindon’s Bus Co. in Swindon (606) 68 Thames Travel (356) 68 Trent Barton (379) 85 Yellow Buses in Bournemouth & Poole (243) 80

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the punctuality of the bus?

12 England operator results Key findings

On-bus journey time (%)

50 60 70 80 90 100 National operators – averages 2017 All 73 96 2017  2016  operators 2016 75 93 Arriva 85% Arriva 84% First 81% First 81% Operators 2017 77 90 Go-Ahead 86% Go-Ahead 87% National Express 79% National Express 82% within PTEs 2016 75 93 Stagecoach 85% Stagecoach 82%

Satisfaction with on-bus journey time (%)

% – very/fairly satisfed* National operators Arriva (4436) 85 First (7072) 81 Go-Ahead (7929) 86 National Express (2743) 79 Stagecoach (8873) 85 Operators Arriva in County Durham (267) 86 Arriva in Leicester City (298) 87 Arriva in Mersey & Halton (994) 90 Arriva in Milton Keynes (350) 82 Arriva in Northumberland (288) 94 Arriva in Staffordshire (334) 88 Arriva in Tees Valley (1112) 88 Arriva in West Yorkshire (328) 77 Blackpool Transport (517) 82 Bluestar (340) 84 Brighton and Hove Bus (797) 86 Diamond Bus in West Midlands (190) 87 Diamond Bus in Worcestershire (197) 73 East Yorkshire Motor Services in Hull (242) 90 First in Cornwall (675) 77 First in Essex (447) 82 First in Greater Manchester (623) 81 First in Leicester City (227) 81 First in Norfolk (505) 81 First Potteries (600) 81 First South Coast (625) 80

*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

13 Satisfaction with on-bus journey time (%)

% – very/fairly satisfed* Operators continued First in South Yorkshire (811) 79 First in West of England (1064) 79 First in West Yorkshire (862) 81 First in Worcestershire (219) 89 First in York (414) 87 Go North East in County Durham (414) 88 Go North East in Tyne & Wear (915) 88 Harrogate & District (343) 90 Hedingham and Chambers (318) 83 Keighley & District in West Yorks (233) 85 Konectbus and Anglian Buses (623) 91 Metrobus (excludes TfL routes) (589) 88 morebus in Bournemouth & Poole (670) 86 National Express in West Midlands (2680) 79 Nottingham City Transport (202) 88 Oxford Bus in Oxfordshire (473) 78 Oxford Bus – Park and Ride services (263) 87 Plymouth Citybus (700) 83 Reading Buses (803) 82 Salisbury Reds (286) 91 Southern Vectis (285) 96 Stagecoach Cumbria and North Lancs (449) 82 Stagecoach East - Cambs Busway (403) 84 Stagecoach Gloucestershire (434) 85 Stagecoach in Greater Manchester (859) 86 Stagecoach in Hull (470) 87 Stagecoach in Mersey & Halton (765) 86 Stagecoach in NE Lincolnshire (460) 88 Stagecoach in Northamptonshire (377) 84 Stagecoach in Nottinghamshire (330) 88 Stagecoach in Oxfordshire (529) 83 Stagecoach South (545) 86 Stagecoach South East (439) 84 Stagecoach South West (273) 81 Stagecoach in South Yorkshire (635) 83 Stagecoach in Swindon (225) 73 Stagecoach in Tees Valley (615) 85 Stagecoach in Tyne and Wear (642) 88 Stagecoach in Warwickshire (241) 89 Swindon’s Bus Co. in Swindon (652) 77 Thames Travel (384) 81 Trent Barton (404) 91 Yellow Buses in Bournemouth & Poole (261) 91

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the length of time your journey on the bus took?

14 Wales region results Key findings

Key findings by region in Wales

Overall satisfaction with the journey (%)

% – very/fairly Results by region satisfed*

Mid Wales (994) 92

North Wales (748) 89

South East Wales (2041) 89

South West Wales (766) 93

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Satisfaction with value for money (%) – fare-paying passengers

% – very/fairly Results by region satisfed*

Mid Wales (296) 69

North Wales (243) 62

South East Wales (782) 67

South West Wales (208) 52

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Satisfaction with punctuality of the bus (%)

% – very/fairly Results by region satisfed*

Mid Wales (940) 85

North Wales (706) 69

South East Wales (1894) 76

South West Wales (724) 85

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

*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

15 Satisfaction with on-bus journey time (%)

% – very/fairly Results by region satisfed*

Mid Wales (1005) 88

North Wales (761) 86

South East Wales (2072) 85

South West Wales (781) 88 Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

*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

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

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 four regions. 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 region. 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. There is also wider variation in scores for congestion/traffic jams than there is for roadworks.

0 10 20 30 40 50%

Congestion/ traffc jams 13 27

Time it took passengers to board 10 16

Road works 11 16

Waiting too long at stops 3 5

Poor weather conditions 4 6

Driver driving too slowly 4 4

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

Passengers could provide more than one answer

16 Wales operator results Key findings

Key fndings by bus operators in Wales

Overall satisfaction with the bus journey (%) % – very/fairly satisfed* National operators Arriva (470) 87 First (704) 92 Stagecoach (573) 90 TrawsCymru (786) 94 Operators Arriva in North Wales (470) 87 Cardiff Bus in SE Wales (530) 89 in SW Wales (479) 92 New Adventure Travel in SE Wales (193) 89 Newport Bus in SE Wales (513) 87 Stagecoach in SE Wales (525) 90 TrawsCymru in Mid Wales (469) 94

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 satisfed were you with your bus journey?

Satisfaction with value for money (%) – fare-paying passengers % – very/fairly satisfed* National operators Arriva (183) 60 First (207) 50 Stagecoach (179) 62 TrawsCymru (204) 71 Operators Arriva in North Wales (183) 60 Cardiff Bus in SE Wales (216) 65 First Cymru in SW Wales (149) 48 New Adventure Travel in SE Wales (69**) Newport Bus in SE Wales (261) 68 Stagecoach in SE Wales (166) 62 TrawsCymru in Mid Wales (130) 71

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the value for money of your journey?

17 Satisfaction with punctuality of the bus (%) % – very/fairly satisfed* National operators Arriva (435) 65 First (653) 81 Stagecoach (525) 73 TrawsCymru (753) 88 Operators Arriva in North Wales (435) 65 Cardiff Bus in SE Wales (497) 76 First Cymru in SW Wales (450) 81 New Adventure Travel in SE Wales (179) 79 Newport Bus in SE Wales (483) 72 Stagecoach in SE Wales (474) 73 TrawsCymru in Mid Wales (442) 87

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the punctuality of the bus?

Satisfaction with on-bus journey time (%) % – very/fairly satisfed* National operators Arriva (471) 84 First (721) 85 Stagecoach (580) 86 TrawsCymru (794) 91 Operators Arriva in North Wales (471) 84 Cardiff Bus in SE Wales (534) 84 First Cymru in SW Wales (495) 86 New Adventure Travel in SE Wales (198) 93 Newport Bus in SE Wales (526) 79 Stagecoach in SE Wales (528) 86 TrawsCymru in Mid Wales (474) 90

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed 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 **Low base size

18 operator results Key findings

Key fndings by bus operators in Scotland

Overall satisfaction with the bus journey (%) % – very/fairly satisfed* National operators First (1844) 89 National Express (380) 93 Stagecoach (1637) 88 Operators First (412) 87 First (924) 89 (508) 91 (426) 89 Stagecoach Highland & North Scotland (789) 89 Scotland (422) 88 Xplore (380) 93

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 satisfed were you with your bus journey?

Satisfaction with value for money (%) – fare-paying passengers % – very/fairly satisfed* National operators First (991) 67 National Express (208) 52 Stagecoach (797) 63 Operators (213) 48 (534) 71 First Scotland East (244) 64 Stagecoach East Scotland (194) 62 Stagecoach Highland & North Scotland (367) 59 (236) 67 (208) 52

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the value for money of your journey?

19 Satisfaction with punctuality of the bus (%) % – very/fairly satisfed* National operators First (1748) 79 National Express (359) 84 Stagecoach (1606) 77 Operators First Aberdeen (394) 72 First Glasgow (883) 80 First Scotland East (471) 78 Stagecoach East Scotland (423) 78 Stagecoach Highland & North Scotland (772) 74 Stagecoach West Scotland (411) 77 Xplore Dundee (359) 84

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed were you with the punctuality of the bus?

Satisfaction with on-bus journey time (%) % – very/fairly satisfed* National operators First (1906) 85 National Express (397) 90 Stagecoach (1673) 84 Operators First Aberdeen (426) 83 First Glasgow (970) 85 First Scotland East (510) 88 Stagecoach East Scotland (432) 88 Stagecoach Highland & North Scotland (808) 82 Stagecoach West Scotland (433) 80 Xplore Dundee (397) 90

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q How satisfed 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

20 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 ) 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

Published in March 2018 © 2018 Transport Focus Print by Priority Design by heritamacdonald.com