Transport User Voice – May 2019 – Scottish Bus Passenger Survey

29 April 2019

Over nine in 10 passengers satisfied

Since 2014, Transport Focus has spoken to over 30,000 bus passengers in Scotland through the Bus Passenger Survey. It has recently published the latest results, which surveyed over 8000 passengers in Scotland between September and December 2018. These results show overall: 

  • 91 per cent of passengers were satisfied with the service 
  • 71 per cent of passengers were satisfied that their trip provided value for money 
  • 81 per cent of passengers were satisfied with the punctuality of their service once on the bus 
  • 88 per cent of passengers were satisfied with journey time. 

These responses indicate that passengers who use the bus like and value their bus service, but in some parts of the country bus patronage is falling. Transport Focus will take these results out to government, regional transport partnerships and bus operators to make sure they clearly understand and act on what passengers are saying and look at ways to encourage greater use of the bus.

Caledonian Sleeper
Transport Focus staff have travelled on and viewed the brand new trains to be introduced on the Caledonian Sleeper services from the end of April. These feature Caledonian Double rooms with a double bed, en-suite shower and toilet; Club rooms with single or twin berths, en-suite shower and toilet; Classic rooms with single or twin berths and washbasin; and a brasserie-style club car plus reclining seats. 

These new trains mark a step-change in the current service provision where carriages are between 35 and 45 years old. The intention is to transform the overnight travelling experience between London and Scotland.

Working together with the operator (Serco), Transport Focus has developed a Guest Satisfaction Survey to measure the unique experience of travelling on the overnight service. This measures performance in terms of punctuality, reliability and the hospitality aspects of the service. It seeks to develop a better understanding of the profile of Caledonian Sleeper guests.  

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