Great Western Coffee Shop

The results of the survey organised by Transport Focus last autumn have been published.

https://www.transportfocus.org.uk/research-publications/research/bus-passenger-survey/ (https://www.transportfocus.org.uk/research-publications/research/bus-passenger-survey/)

I must admit I find the layout of the data a little hard to take in the overall message.

Over the last few years we have seen a gradual decline in satisfaction across the survey with the punctuality and timeliness of passengers’ journeys. This year we have seen that decline arrested as an overall picture in England (outside of London).

That said, the overall figure masks some significant improvements in passenger satisfaction with punctuality and timeliness of trips in cities like Manchester for example. On the flip side we have seen some significant declines in satisfaction with punctuality and timeliness of journeys in towns such as Reading, as congestion and the ‘growing pains’ of town centre redevelopment slow traffic down.

When asked about the factors that could be improved, the single most frequently recorded improvement was ‘punctuality’. We know a lot of work is being done in some areas to help buses move more freely around our towns and cities. The survey identifies areas where practical improvements and investment have made a positive difference for passengers.

The survey also helps us identify the key factors that help deliver that ‘good’ and much sought-after ‘great’ passenger journey.
As in recent years the helpfulness, positive attitude and driving standards of the bus driver has a significant impact on both the ‘good’ and ‘great’ journeys. It was therefore reassuring to note that passenger satisfaction with all the related measures on the bus driver have shown a slight improvement in 2017.

Is the time and investment in supporting and training drivers by the industry starting to reap some reward for passengers?

More young people use the bus than any other single group of passengers. Our 2018 research Using the bus: what young people think set out five clear actions for the industry to improve services for this important audience and, in turn, convince them to be the long-term, loyal passengers of the future.

This year’s BPS again identifies results where improvements have been seen in ratings for value for money among young passengers on the back of recently introduced fare and ticket deals.

* Overall passenger satisfaction with journeys at 88 per cent.
* As in 2016, 65 per cent of passengers were satisfied that their trip provided value for money.
* 73 per cent of passengers were satisfied with the punctuality of their service.
* Once on the bus, 84 per cent of passengers were satisfied with the journey time.