Transport User Voice – May 2018 – What’s happening in Wales?

26 April 2018

Nearly 5000 passengers in Wales took part in Transport Focus’ eighth annual Bus Passenger Survey (BPS) which shows overall passenger satisfaction at 90 per cent – a better result than England and Scotland.

Key results from the survey show that:

  • 76 per cent of passengers are happy with punctuality
  • 86 per cent happy with journey time
  • 81 per cent are satisfied with the helpfulness of the driver.

While results overall were positive, looking at them in detail shows there are areas for improvement. National satisfaction with value for money was 64 per cent compared to 52 per cent in South West Wales.

The key driver for delivering a satisfactory journey is timeliness (punctuality and waiting time); while key factors for a great journey are the friendliness of the bus driver, followed by the on-bus environment. Good information is also an important link in the chain for supporting passengers both before and during the journey. Results for these factors are not the same across Wales and value for money ratings are patchy, which can be seen in our Bus Passenger Survey reports.

We presented the headline results to the Welsh Government Cabinet Secretary for Economy and Transport, who is writing to Assembly Members to highlight areas of concern. We will also present the research at a keynote presentation to the industry at the Wales Bus Summit on 3 May.

We will continue to work alongside the Welsh Government and bus operators – who provided funding for the survey – with support from Bus Users Cymru by sharing the findings and making sure they understand the BPS results and act on what passengers are saying.

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