Passenger satisfaction

Passenger satisfaction

The latest Bus Passenger Survey from Transport Focus shows that while satisfaction levels are up slightly, issues with congestion and punctuality are taking their toll on passengers

This year’s report shows that 87% of passengers were satisfied with their bus service, up from 86% in 2015, with 65% of passengers satisfied with value-for-money, a rise of 2% on the previous year. And while satisfaction with the length of time a journey took remained the same at 84%, satisfaction with punctuality was down from 75% to 73%

According to Transport Focus, fare deals including flat rate fares and affordable pricing for younger passengers have contributed to the increase in satisfaction levels, particularly when it comes to value-for-money. The independent watchdog warns, however, that increasing congestion and roadworks are hitting buses hard, making it difficult to run reliable and punctual daily services. Chair of Transport Focus, Jeff Halliwell said: “Passengers are telling us that 51% of their journeys are held up in some way with 27% affected by congestion and 14% by roadworks. Within these numbers lies a sobering statistic that in some of our major cities nearly one in three passengers told us that their trip was delayed by road congestion.”

Claire Walters, Chief Executive of Bus Users said: “More work must be done to give buses priority. If we improve journey times more people will leave their cars at home and travel by bus which will ease congestion and reduce pollution – win-win.”

To read the report in full visit the Bus Passenger Survey

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