What bus passengers think: how our passenger insight is used to improve services

05 March 2020

Each year around 50,000 passengers across England, Scotland and Wales share their experiences of their most recent bus journey. The results are presented in the Bus Passenger Survey, providing a comprehensive picture of satisfaction with bus travel.

Transport Focus works with bus operators, transport authorities and established bus partnerships and alliances to interpret that information and ensure it is used to improve services.

In early 2019 Transport Focus took the results out across England and Scotland, holding a publication event in Bristol and more than 90 meetings with operating groups, bus operating companies, local authorities and governments.

This report summarises what we learnt from those meetings and provides examples of how the results are used to drive improvements for bus passengers.