Bus punctuality needs to improve say Scotland’s passengers in new satisfaction survey  

07 August 2024

Bus passengers across Scotland have spoken – with 86 per cent of those travelling saying they were satisfied with their last journey in a new survey published by independent watchdog, Transport Focus.

But punctuality and wating times need to improve say passengers with only 77 per cent happy with how long they waited for a bus. The results, from the first year of Scotland’s new Your Bus Journey survey, cover feedback from bus passengers in six key regions and bus operators.

Passengers in Strathclyde were the most satisfied overall with their journey at 89 per cent. While passengers in Aberdeen and Aberdeenshire were the least satisfied with 80 per cent.

In its first year, the survey has gathered passenger feedback on more than 3000 journeys in Scotland. The survey looks at how satisfied passengers are with their most recent journey and a range of other key factors such as their experience on board the bus, at the bus stop, with the bus driver and if they think the journey provided good value for money.

Significantly, half of passengers surveyed in Transport Focus’s survey say that the bus was the only real means of transport available to make that journey, so it’s vital that services are on time, reliable and offer good value for money.

Overall, 68 per cent of fare payers say they are satisfied with value for money, including 28 per cent very satisfied. But this is not the whole picture. The results for value for money differ considerably across the six regions surveyed, ranging from 38 per cent in Aberdeen and Aberdeenshire to 76 per cent satisfied in Strathclyde Where value for money ratings are lower, this may be attributed to less reliable journeys or tickets and passes used by frequent travellers that have increased in price in the past year.

Robert Samson, senior engagement manager at the independent watchdog Transport Focus, said:

“It is good to see many passengers are satisfied with their journey in Scotland. 86 per cent overall satisfaction is a great start. However, there is a wide variation in scores for waiting time and value for money. They vary considerably by region from the highest (80 per cent) to the lowest (69 per cent). For an unfortunate four per cent, the wait was more than 30 minutes.

“The Scottish Government, bus operators and local partnerships must work together so that passengers see the improvements in reliability, journey times and better value for money fares promised in the ‘Fair Fares Review’.”

“We’ll be using the results from this survey as a benchmark for local transport partnerships and bus operators to drive improvements and attract more people onto buses.”

What makes a great journey for bus passengers in Scotland?

Transport Focus has analysed the data in the survey to understand what is most important for passengers’ overall satisfaction with their journey. This allows us to understand what ‘drives’ passenger satisfaction and therefore where efforts to improve should be focused.

For Scotland the results are:

• timeliness: 59 per cent
• value for money: 15 per cent
• bus driver: 11 per cent
• bus environment: 7 per cent
• bus access: 5 per cent
• bus stop: 2 per cent.

Transport Focus will continue to use the survey to make the case for future improvements and identify good practice. This will help transport authorities, bus operators and Scottish Government to invest in the things that matter most to current and future bus passengers.

ENDS

Notes to editors

DOWNLOAD REPORT: Your Bus Journey Scotland survey (including rankings by regional transport partnership areas and operators)

Media enquiries: Colette Gill, Transport Focus Colette.gill@transportfocus.org.uk,   07548 152428

Overall journey satisfaction by area

Rank	Regional transport partnership	Satisfied
1	Strathclyde Partnership for Transport (SPT)	89%
2	South West of Scotland Transport Partnership (SWesTrans)	87%
3	South East of Scotland Transport Partnership (SESTran)	86%
4	Highlands and Islands Transport Partnership (HITRANS)	83%
5	Tayside and Central Scotland Transport Partnership (TaCTran)	80%
6	Regional Transport Partnership for Aberdeen and Aberdeenshire (Nestrans)	80%

 

Overall satisfaction with value for money by area

Rank	Regional transport partnership	Satisfied
1	Strathclyde Partnership for Transport (SPT)	76%
2	South West of Scotland Transport Partnership (SWesTrans)	71%
3	South East of Scotland Transport Partnership (SESTran)	68%
4	Tayside and Central Scotland Transport Partnership (TaCTran)	54%
5	Highlands and Islands Transport Partnership (HITRANS)	54%
6	Regional Transport Partnership for Aberdeen and Aberdeenshire (Nestrans)	38%