New research shows timeliness is three times more important than any other factor in creating a great bus journey

21 November 2024

With more than 1.6 billion bus journeys taken across England in 2023, what makes a great bus journey?

New analysis from independent watchdog, Transport Focus, looks to identify what elements of the journey experience bus operators need to deliver more consistently to achieve more satisfied passengers and deliver great bus journeys.

The report, Making great bus journeys, looks behind the data explaining why the key factors matter to passengers. The report also puts a spotlight on transport authorities and operators where good work is being done to deliver high levels of satisfaction and help others start to understand what does ‘better’ look like in the push to ‘make buses better’.

Transport Focus has analysed feedback from passengers on more than 35,000 journeys in England to provide detailed data for each of the 34 local transport authority areas and many more bus operators in the survey to deliver services in a way that suits the needs of their passengers.

Nationally timeliness of the bus is the most important driver of overall journey satisfaction and accounts for over half (51 per cent) of what differentiates between a good and a great journey. Building on that experience to get from a good to a great journey are two further factors; having a friendly and helpful bus driver (16 per cent) at the wheel and the experience on the bus (clean and comfortable vehicle) at 13 per cent.

The data provides insight for local areas, particularly those that have just received part of the £712 million Bus Service Improvement Plan funding, to help focus this investment on the things that really matter to passengers.

Transport Focus Director, David Sidebottom, said:

“Passengers tell us they want their bus to turn up on time, without a long wait, and to reach their destination in good time, as set out in the timetable. This analysis gives insight into the ingredients to help improve local services and the experience for passengers.

“For more areas to maintain their high levels of service and for rural areas and small towns to offer more services, it’s vital that operators use this data to focus on delivering these basics better. We’ll be working with local transport authorities and bus operators to use this to drive further improvements and attract more people onto buses.”

The report details a number of bus partnerships that have used the survey data to make changes to improve journeys for passengers:

• Nottingham City Council introduced a number of small changes including more stringent enforcement of bus lanes and yellow box junctions. It is using interactive technology between the bus and traffic signals at busy road junctions to help give buses a priority over other traffic. Nottingham scored joint second highest for punctuality in the Your Bus Journey survey with 85 per cent.
• Norfolk County Council has increased the frequency of services to improve timeliness of buses – so it’s not too long for passengers to wait until the next bus arrives. The introduction of QR codes at every bus stop linking to real time information, help monitor where particular bus stops would benefit from real-time screens.
• City of York has invested in a range of bus shelter improvements including installation or planned installation of 175 new or replacement real time information screens across the entire City of York area, improving passenger access to information about their journey.

The report also details some of the ‘ingredients’, and recommendations for operators, authorities and government to improve services:

• Timeliness is more important than ever. Enhanced Partnership Schemes and Franchising plans, and future revisions of Bus Service Improvement Plans, should prioritise the delivery of measures to speed up buses and make them more frequent and more reliable.
• Bus operators should review their operational and ticketing arrangements to minimise cancellations and reduce the time spent at stops, where this can be safely done.
• Local Authorities and relevant agencies should take more co-ordinated action to control roadworks and enforce measures to speed up buses.
• Operators should make most effective use of onboard audio-visual equipment to announce impacts of delays and keep passengers informed of disruption while at the stop or on the bus.

The Your Bus Journey survey, which is now in its second year, has expanded to include both Scotland and Wales and new results will be published in March 2025.

The findings from the survey continues to provide a compelling evidence base for journey improvements, across a range of factors, for transport authorities, bus operators and governments.

An efficient, integrated transport network that passengers want to use is key to delivering the government’s mission to deliver growth and help meet wider targets around housing and the environment. The research Transport Focus is sharing today provides a clear steer on what is important for maintaining and growing future patronage and delivering modal shift.