Working in partnership with London TravelWatch

Transport User Voice – April 2018 – Bus drivers still key, despite advances in technology

28 March 2018

The eighth annual Bus Passenger Survey was launched in Reading identifying the factors that deliver ‘good’ and the much sought-after ‘great’ passenger journey.

Director David Sidebottom said:

“Despite all the great technical innovation out there, passengers are telling us that it’s still the bus driver that can make or break their journey experience.”

Speaking to almost 48,000 bus passengers across Great Britain, the watchdog found that:

  • overall passenger satisfaction was 88 per cent in England, outside of London (89 per cent in Scotland and 90 per cent in Wales)
  • as in 2016, 65 per cent of passengers were satisfied that their trip provided value for money
  • 73 per cent of passengers were satisfied with the punctuality of their service
  • once on the bus, 84 per cent of passengers were satisfied with the journey time.

We will now take these results out to governments, transport authorities and operators to make sure they clearly understand and act on what passengers are saying.

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