Working in partnership with London TravelWatch

Bus Passenger Satisfaction Survey

25 April 2012

In April 2010 Passenger Focus assumed responsibility from the Department for Transport for the Bus Passenger Satisfaction Survey (BPSS).

This survey monitored and recorded passenger satisfaction with local bus services. Interviews were conducted with over 11,000 passengers per year at bus stops and stations across England (excluding London). Passengers were asked to rate their satisfaction with several aspects of the journey they have just undertaken, including the bus stop environment and ‘on the bus’ factors, as well as giving a rating of their overall experience of using the bus.
A minimum of 2800 interviews with passengers were completed each quarter and the survey was representative of typical patterns of bus usage, by day of week and time of day. The survey provided a reliable measure of bus passenger satisfaction at a national and regional level.

The survey had been in existence since April 2000, following the announcement by Government at the bus summit in November 1999 that it would carry out regular surveys to monitor user perceptions of local bus services.
The BPSS was published on a quarterly and an annual basis.