Passenger satisfaction across UK bus services has risen to 83%, according to independent watchdog Transport Focus.
Data collected from the second year of the watchdog’s survey, Your Bus Journey, has shown that passenger satisfaction levels have increased by 3% on numbers reported in 2024, the survey’s inaugural year.
The survey collected responses from 48,000 passengers across the UK, with an overall aim to provide a benchmark on passenger satisfaction with regards to punctuality, value for money and journey times.
Of the passengers surveyed, those utilising services in Derby City proved to be the most satisfied with their journeys at a 92% satisfaction rate, with passengers in West Yorkshire coming in with the least satisfaction at 77%.
Louise Collins, director at the independent watchdog Transport Focus, said:The positive changes seen across bus services in England have boosted overall passenger satisfaction. The changes show how government funding, hard work from local authorities and operators, and listening to what passengers want can improve journeys.
Buses play a vital role connecting communities across the country to work, education, leisure activities and vital appointments. The wide variation in scores at a local level in the survey shows that some passengers still aren’t getting the bus service they should. Government, bus operators and local authorities must continue to work together to deliver the promised improvement to bus service reliability and frequency.
The results from areas like Derby City, Derbyshire, East Sussex and Warrington show what can be done when everyone is focussed on delivering for passengers. We’ll be using the results from the survey with local transport authorities and bus operators up and down the country to drive improvements and help make bus the first choice for more people.
Elsewhere, East Sussex and Warrington both experienced an improvement of 8% on numbers from 2024, with East Sussex climbing from 26th to 12th place within the ranking.
Councillor Carmel Swan, Cabinet Member for Climate Change, Transport and Sustainability at Derby City Council, said:I’m delighted with the results of the 2024 Your Bus Journey survey, putting Derby on the map as an accessible place to live, work and visit. The results of the survey show what we already know, which is that Derby has a thriving and expanding transport offer which is tailored to the needs of our residents.
We’re more passionate than ever about transforming Derby into a sustainable city, championing public transport as a way to contribute to decarbonisation, air quality, and health improvements. Recently we have been investing significantly into our public transport and I’m very proud of what we’ve been able to achieve by working in collaboration with partners by putting passenger’s needs at the heart of what we do.
Overall passenger satisfaction with value for money throughout the UK has seen a rise to 73%, a 6% increase, with passengers in Nottinghamshire proving to be the most satisfied with their monetary value at 91% satisfaction.
When it comes to operators, High Peak, responsible for services within Derby City and Derbyshire, top the list of overall satisfaction at 99%, with Arriva in West Yorkshire achieving a satisfaction rate of 69%, the lowest of the list.
Punctuality satisfaction has risen by 5% to 75%, with passengers travelling in Bournemouth Christchurch and Poole being the most satisfied at 80%, and those in Greater Manchester being the least satisfied at 67%.
Journey time satisfaction has hit 83%, with Derby City once again taking the top spot for the highest performing area for journey time at 92% of passengers satisfied with their times, and Stoke on Trent taking the bottom spot at 79%.
