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Bus Passenger SurveyMarch 2012
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Contents
Foreword1
Key findings2
Results by area3
What did the research involve?4
3
4
11
90
Merseyside PTE (Merseytravel)South Yorkshire PTETransport for Greater Manchester (TfGM)West Yorkshire PTE (Metro)Tyne & Wear PTE (Nexus)West Midlands PTE (Centro)
Tees Valley GroupWest of England PartnershipBournemouth and Poole (combined) Unitary AuthoritiesDorsetDurham CountyEast SussexEssexHertfordshireKingston upon HullLancashire
Leicester CityNorfolkNorthamptonshireNottingham CityStaffordshireStoke-on-TrentSurrey
12
16
20
25
30
34
3741
44
47
50
53
56
59
62
65
6871
74
77
80
83
86
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Bus Passenger Survey1
Foreword
Passenger Focus published the first Bus Passenger Surveyresults in July 2010. At the time we said we were going to usethe understanding of passengers satisfaction with their localbus service as the evidence to seek out improvements.
Colin Foxall CBE
P
assenger Focus published the first Bus Passenger
Survey results in July 2010. At the time we said
we would use the understanding of passengers
satisfaction with their local bus service as the evidence
to seek out improvements in key areas such as:
improved bus punctuality
better passenger information
improved levels of customer service
We kept to this promise. From a growing and
representative evidence base we were able to
produce the type of comparative, benchmarked
passenger research that really drove improvements
for passengers. By working closely with several
industry stakeholders we were able to:
influence joint action plans between transportauthorities and local bus operators
commit authorities and operators to use our
research as a benchmark to set future targets
for improved passenger satisfaction
convince operators to review and improve
customer service processes
In autumn 2011 we carried out our latest programme
of work to measure bus passenger satisfaction; the
results of which are contained within this report.
This programme has covered over 21,000 responses
from passengers across 23 areas within England,
outside of London.
Our most recent work has covered approximately
two thirds of bus passenger journeys made in England
outside of London. This included all six of the large
Passenger Transport Executive areas in the Midlands
and the north of England. In addition our work also
covered a broad mix of other areas covering unitary
and county authorities along with a significant range
of bus operations and services.
Our latest results tell us that that overall
passenger satisfaction across the surveyed areas
was consistently good, bus passengers rate just
about all other specific journey factors lower.
Significantly there are wide disparities with
passengers ratings of value for money, not only
between different areas, but between different
operators and services within the same area.
At a time when bus operator and transport
authority funds have to be deployed more effectively
than ever, it is good to see that the evidence of our
work is helping target these valuable resources. We
have already started work with transport authorities
and operators to improve poor performance on
factors such as:
passenger perception of anti-social behaviour
customer service,
driver attitude
highways issues affecting punctuality
and reliability
Since 2010 we have worked closely and
collaboratively with bus service operators and
transport authorities to explain the benefits of a
consistent measure of bus passenger experience,
the strength of the Bus Passenger Survey
methodology, and our place as an independent
organisation to conduct such a survey. We are
pleased that in autumn 2011 survey, adoption
of our Bus Passenger Survey has become more
widespread, with increased survey sizes being
purchased by five of the six PTEs, First UK Bus
North Division, and National Express. Passenger
Focus will look to further the use of BPS across
the industry and are pleased that the Go-Ahead
Group have committed to using our survey as their
measure of their bus passengers experience.
Colin Foxall CBE
Chairman
Passenger Focus
3
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Bus Passenger Survey2
Key findingsThe proportion of passengers satisfied overall with their busjourney varied across areas from 79% to 91% (averaging
85%). In PTEs overall satisfaction ranged from 81% to 91%.
The difference in overall satisfaction between free pass
holders and fare payers shows free pass holders were
unsurprisingly more satisfied, but not universally, with area
figures ranging from 89% to 95% (averaging 92%); and fare
payers less satisfied, with area figures ranging from 72%
to 90% (averaging 82%).
Passenger satisfaction with value for money ranged from
39% to 68% (averaging 56%) across the areas surveyed.
The satisfaction with value for money within PTE areas ranged
from 51% to 65%.Passenger satisfaction with punctuality ranged from 64%
to 81% (averaging 72%). The figures amongst PTEs ranged
from 64% to 77%.
Passenger satisfactionwith value for money
ranged from 39% to 68%
(averaging 56%)
The profile of passengers shows a wide variation across
the areas on key attributes:
the proportion travelling on fare paid tickets ranged from
49% to 76% (averaging 64%); the proportion who say they have a disability ranged from
17% to 29% (averaging 21%); and
those who have no access to private transport ranged
from 24% to 40% (averaging 33%).
There is a wide variation in what is provided at bus stops
across the surveyed areas. Provision of shelter at stops
averaged 77%, and seating averaged 61%. The provision
of information was generally lower; electronic displays were
present in 22% of journeys on average, timetables averaged
75%, and information on fares averaged 6%.
Passengers report a number of factors affecting the length
of their journeys. Three of these concerned road conditions:
congestion affected 22% of journeys; road works 11%;
and weather had limited impact averaging 3%.
There were also three factors that were bus related:
chief amongst these was Time it took passengers to
board/ pay for tickets affecting 22% of journeys on average;
followed by The bus waiting too long at stops averaging
8%; and finally The bus driver driving too slowly
averaging 6%.
The proportion of passengers who said they experiencebehaviour that caused them to worry or make them feel
uncomfortable during their journey ranged from 6% to 18%
(averaging 11%).
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1 Overall satisfaction with the bus journey (%)
45
49
36
50
47
44
43
49
38
43
40
45
42
48
48
45
37
47
42
50
41
32
38
42
39
47
38
36
40
42
38
48
43
47
40
41
42
38
41
41
41
43
40
43
49
46
7
6
10
6
10
7
8
8
11
8
8
8
10
5
9
9
13
6
9
5
10
11
9
3
4
3
4
4
5
5
3
2
4
2
4
5
2
4
4
5
5
4
3
4
5
5
3
2
4
2
4
4
2
3
2
2
3
2
2
2
2
2
3
2
3
1
2
3
2
Bournem'th & Poole (652)
Dorset (568)
Durham (450)
E Sussex (613)
Essex (498)
Herts (435)
Kingston UH (483)
Lancs (546)
Leics City (464)
Merseyside PTE (1257)
Norfolk (467)
Tees Valley (1586)
N. Hants (452)
Notts City (524)
South Yorks PTE (1464)
Staffs (437)
Stoke-on-Trent (434)
Surrey (582)
TfGM (3280)
Tyne and Wear PTE (610)
West Yorks PTE (1579)
West Mids PTE (2680)
West Eng. Part. (810)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% - very / fairly
satisfied*
87
88
83
88
83
84
85
87
85
86
87
85
83
91
86
85
79
88
84
91
85
81
84
Q33 - Overall, taking everything into account from start to end of this bus journey, howsatisfied were you with your bus journey today?
* Due to rounding the percentage very / fairly satisfied may not always be equal to the sum of the very and fairly satisfiedvalues in the chart
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Bus Passenger Survey2
2 Satisfaction with value for money fare-paying passengers (%)
27
22
11
25
18
19
27
24
10
22
21
26
27
27
29
22
16
20
25
26
22
16
19
32
35
35
40
33
28
39
33
29
34
30
36
24
42
36
28
34
39
35
37
34
35
24
14
16
15
11
19
15
16
17
20
15
20
11
20
15
12
8
15
16
15
20
20
18
15
16
16
22
15
17
20
12
14
15
16
16
16
15
10
15
24
22
18
15
12
14
17
26
11
11
17
10
13
18
6
12
26
13
13
11
14
7
7
18
12
8
10
6
10
14
16
Bournem'th & Poole (250)
Dorset (159)
Durham (204)
E Sussex (196)
Essex (168)
Herts** (143)
Kingston UH (260)
Lancs (203)
Leics City (186)
Merseyside PTE (456)
Norfolk (225)
Tees Valley (557)
N. Hants (181)
Notts City (283)
South Yorks PTE (592)
Staffs (166)
Stoke-on-Trent (193)
Surrey (169)
TfGM (1547)
Tyne and Wear PTE (251)
West Yorks PTE (723)
West Mids PTE (1379)
West Eng. Part. (399)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% - very / fairly
satisfied*
59
57
46
64
50
47
66
57
39
56
51
62
51
68
65
50
51
58
60
63
56
51
43
Q35 How satisfied were you with the value for money of your journey?
* Due to rounding the percentage very / fairly satisfied may not always be equal to the sum of the very and fairlysatisfied values in the chart ** Note small sample size.
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3 Satisfaction with punctuality of the bus (%)
45
46
30
44
41
38
40
43
32
40
41
43
36
51
45
41
34
35
38
50
42
31
37
30
28
35
36
29
30
32
31
37
32
34
31
30
29
30
35
34
38
33
29
35
33
32
12
12
13
8
10
12
12
10
13
9
10
9
10
10
9
6
14
12
12
11
10
12
13
4
5
9
5
9
7
9
8
9
7
5
8
12
5
7
8
5
7
7
5
6
11
9
8
8
14
6
12
12
7
8
9
12
10
9
11
6
9
11
13
8
10
5
7
13
10
Bournem'th & Poole (603)
Dorset (510)
Durham (426)
E Sussex (561)
Essex (468)
Herts (394)
Kingston UH (446)
Lancs (485)
Leics City (420)
Merseyside PTE (1118)
Norfolk (435)
Tees Valley (1466)
N. Hants (392)
Notts City (513)
South Yorks PTE (1294)
Staffs (392)
Stoke-on-Trent (372)
Surrey (546)
TfGM (3002)
Tyne and Wear PTE (554)
West Yorks PTE (1437)
West Mids PTE (2382)
West Eng. Part. (725)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% - very / fairly
satisfied*
76
74
65
81
70
69
72
74
69
73
76
74
66
80
75
75
68
73
71
79
77
64
69
Q25 How satisfied were you with each of the following: The punctuality of the bus?
* Due to rounding the percentage very / fairly satisfied may not always be equal to the sum of the very and fairly satisfiedvalues in the chart
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Bus Passenger Survey2
4 Range of scores for overall satisfaction for fare-payers and free pass holders
70%
75%
80%
85%
90%
95%
100%
Fare payers Free pass holders
The highest scoring area
The 21 intermediate values
The lowest scoring area
Q33 - Overall, taking everything into account from start to end of this bus journey, howsatisfied were you with your bus journey today?
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5 Passenger profile and incidence of anti-social behaviour
0%
5%
10%
15%
20%
25%
30%
35%
40%
Saying theyhave a disability *
Limited or noaccess to private
transport **
Incidence ofanti-social
behaviour ***
The highest scoring area
The 21 intermediate values
The lowest scoring area
* Q43 Do you have a disability or long term illness related to the following...? (Net yes)
** Access to private transport: a combination of responses to Q45 In terms of having a car to drive which of the followingapplies; and Q46 In terms of being able to ask someone else to drive which of the following applies?
*** Q28 Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey?
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6 Range of scores for factors affecting journey length
0%
5%
10%
15%
20%
25%
30%
35%
Congestion/traffic
jams
Roadworks
The busdriver
drivingtoo slowly
Poorweather
conditions
The buswaiting
too longat stops
Time it tookpassengers
to board/payfor tickets
The highest scoring area
The 21 intermediate values
The lowest scoring area
Q30 - Was the length of your journey affected by any of the following
(note: more than one response was permissible)
Bus Passenger Survey2
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The survey was conducted within all six
metropolitan county areas (PTEs), two informal
groupings of Unitary Authority areas, and fifteen
other authority areas. This section shows the
results at area level and for any Bus Service
Operators within the area who have substantial
sample sizes (greater than 150). Larger sample
sizes were specified for PTEs and the twoinformally grouped areas; the results shown for
Bus Service Operators in the smaller sample
sized areas are headline results only.
The results for the areas are presented in the following order:
Metropolitan Counties Merseyside PTE (Merseytravel)
South Yorkshire PTE
Transport for Greater Manchester (TfGM)
Tyne & Wear (Nexus)
West Midlands (Centro)
West Yorkshire PTE (Metro)
Other authority area groupings Tees Valley Group*
West England Partnership**
Other authority areas Bournemouth Borough Council and Borough
of Poole Council
Dorset County Council
Durham County Council
East Sussex County Council
Essex County Council
Hertfordshire County Council
Kingston Upon Hull City Council Lancashire County Council
Leicester City Council
Norfolk County Council
Northamptonshire County Council
Nottingham City Council
Staffordshire County Council
Stoke-on-Trent City Council
Surrey County Council
Throughout the Area Results, behavioural results are
based on all survey respondents, and passengers opinion
ratings are based on those respondents that gave an opinion.
All results are based on weighted values. In the report the
numbers in brackets shown after the question/category
text are the actual numbers of passenger responses
generating the answer value shown.
Bus Passenger Survey3
Introduction
to area results
*comprising: Darlington Borough Council, Hartlepool Borough Council, Middlesbrough Council, Redcar & Cleveland Borough Council, and Stockton-on-Tees Borough Council.
**comprising: Bath and North East Somerset Council, Bristol City Council, North Somerset Council, and South Gloucestershire Council.
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Anti-social behaviour
Merseyside PTE (Merseytravel)
Key findings
In total, 1,293 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
86% >of passengers are
satisfied overallwith their journey
56%of fare paying passengersare satisfied with thevalue for money
73%of passengers are satisfiedwith the punctualityof the bus
10%of passengers said they had causeto worry orfelt uncomfortableduring their journey
84% for fare paying passengers and
90% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 18Road works 11The bus driver driving too slowly 5Poor weather conditions 3The bus waiting too long at stops 7Time it took passengers to board/pay for tickets 20
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 64 saying they have a disability 24 no access to private transport 39
Profile of passengers in this area (%)
Main factors
12
Bus Passenger Survey3
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Results for the Merseytravel area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (1,257) 86 43 43 8 6
All fare-paying passengers (473) 84 32 52 9 7
All free pass holders (698) 90 64 26 6 4
Age 16 - 34 (186) 84 26 58 9 7
Age 35 - 59 (345) 82 41 40 10 8
Passengers commuting (329) 81 27 54 9 10
Passengers not commuting (853) 90 57 33 7 3
Passengers saying they have a disability (384) 84 50 33 10 6
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (456) 56 22 34 15 29
Passengers commuting (250) 55 18 37 17 29
Passengers not commuting (189) 59 29 30 13 28
Age 16 - 34 (153) 52 18 34 13 35
Age 35 - 59 (283) 61 28 33 17 22
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (1,118) 73 40 32 9 19
Peak hours: 8am - 9:30am and 4pm - 6pm (202) 62 33 29 8 30
Off peak hours: 6am - 10pm outside of peak hours (887) 76 43 33 9 15
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (1,242) 73 31 42 15 12
Its general condition/standard of maintenance (1,141) 76 35 41 11 13
Its freedom from graffiti/vandalism (1,046) 78 41 37 11 11
Its freedom from litter (1,035) 72 35 37 13 15
Your personal safety at the stop (1,048) 70 35 35 18 12
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (1,155) 81 50 31 13 6
The cleanliness & condition of the outside of bus (1,170) 78 36 42 15 7
The ease of getting onto and off the bus (1,235) 88 52 36 8 5
The length of time it took to board the bus (1,196) 87 54 34 9 4
The cleanliness & condition of the inside of bus (1,233) 75 32 43 12 13
The information provided inside the bus (1,023) 61 27 34 29 10
The availability of seating or space to stand (1,210) 79 44 35 11 9
The comfort of the seats (1,216) 74 32 42 14 12
Provision of grab rails to stand/move within the bus (1,200) 82 42 40 12 6
The temperature inside the bus (1,208) 76 34 42 13 11
Your personal security whilst on the bus (1,189) 80 42 38 14 7
The length of time your journey took (1,218) 81 42 39 11 8
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (1,207) 91 59 33 6 3
The drivers appearance (1,169) 87 54 33 10 3
The greeting/welcome you got from the driver (1,161) 65 39 26 24 11
The helpfulness and attitude of the driver (1,169) 67 40 27 22 11
The time the driver gave you to get to seat (1,191) 69 36 33 17 14
Smoothness/freedom from jolting during the journey (1,180) 72 36 36 15 14
Safety of the driving (i.e. speed, driver concentrating) (1,199) 83 49 34 13 4
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Results for Arriva routes within the Merseytravel area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (762) 85 40 45 8 7
All fare-paying passengers (325) 85 33 52 8 8
All free pass holders (391) 88 59 29 8 4
Age 16 - 34 (
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Results for Stagecoach routes within the Merseytravel area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (205) 84 37 47 11 5
All fare-paying passengers (
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Bus Passenger Survey3
Anti-social behaviour
South Yorkshire PTE
Key findings
In total, 1,500 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
86% >of passengers are
satisfied overallwith their journey
65%of fare paying passengersare satisfied with thevalue for money
75%of passengers are satisfiedwith the punctualityof the bus
7% of passengers said they had causeto worry orfelt uncomfortableduring their journey
80% for fare paying passengers and
92% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 20Road works 6The bus driver driving too slowly 4Poor weather conditions 3The bus waiting too long at stops 6Time it took passengers to board/pay for tickets 18
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 51 saying they have a disability 24 no access to private transport 29
Profile of passengers in this area (%)
Main factors
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Results for the South Yorkshire PTE area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (1,464) 86 48 38 9 6
All fare-paying passengers (617) 80 34 46 13 7
All free pass holders (738) 92 64 28 4 3
Age 16 - 34 (282) 77 32 46 14 9
Age 35 - 59 (425) 86 43 42 9 5
Passengers commuting (429) 81 31 51 13 6
Passengers not commuting (931) 88 58 31 6 6
Passengers saying they have a disability (378) 88 58 30 7 6
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (592) 65 29 36 12 22
Passengers commuting (351) 66 25 41 11 23Passengers not commuting (219) 67 39 28 12 21
Age 16 - 34 (233) 65 29 37 13 22
Age 35 - 59 (322) 63 28 35 13 24
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (1,294) 75 45 30 9 16
Peak hours: 8am - 9:30am and 4pm - 6pm (295) 73 41 32 10 16
Off peak hours: 6am - 10pm outside of peak hours (972) 75 46 29 9 16
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (1,416) 75 33 42 13 12
Its general condition/standard of maintenance (1,321) 77 36 41 13 11
Its freedom from graffiti/vandalism (1,192) 81 43 38 9 10
Its freedom from litter (1,222) 72 33 39 13 15
Your personal safety at the stop (1,231) 73 39 35 16 10
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (1,334) 82 47 35 14 5
The cleanliness & condition of the outside of bus (1,356) 73 31 42 16 11
The ease of getting onto and off the bus (1,430) 90 52 38 6 4
The length of time it took to board the bus (1,383) 90 54 36 7 3
The cleanliness & condition of the inside of bus (1,415) 73 30 44 12 14
The information provided inside the bus (1,180) 61 25 37 29 10
The availability of seating or space to stand (1,385) 85 45 40 8 7
The comfort of the seats (1,399) 70 30 41 16 14
Provision of grab rails to stand/move within the bus (1,364) 81 39 42 12 6The temperature inside the bus (1,406) 76 35 42 13 10
Your personal security whilst on the bus (1,385) 83 42 41 13 4
The length of time your journey took (1,403) 85 45 41 9 6
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (1,414) 92 60 32 6 2
The drivers appearance (1,353) 90 56 33 8 2
The greeting/welcome you got from the driver (1,366) 71 38 34 18 11
The helpfulness and attitude of the driver (1,352) 72 40 32 17 10
The time the driver gave you to get to seat (1,377) 77 41 36 14 10
Smoothness/freedom from jolting during the journey (1,361) 73 37 36 14 13
Safety of the driving (i.e. speed, driver concentrating) (1,368) 86 50 36 10 4
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Results for First routeswithin the South Yorkshire PTE area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (818) 83 43 40 10 7
All fare-paying passengers (337) 76 28 48 16 8
All free pass holders (405) 90 59 30 5 5
Age 16 - 34 (
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Results for Stagecoach routes within the South Yorkshire PTE area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (496) 87 49 38 8 5
All fare-paying passengers (237) 82 38 44 11 7
All free pass holders (238) 96 64 32 2 2
Age 16 - 34 (
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Bus Passenger Survey3
Anti-social behaviour
Transport for Greater Manchester(TfGM)
Key findings
In total, 3,405 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
84% >of passengers are
satisfied overallwith their journey
60%of fare paying passengersare satisfied with thevalue for money
71%of passengers are satisfiedwith the punctualityof the bus
13%of passengers said they had causeto worry orfelt uncomfortableduring their journey
82% for fare paying passengers and
93% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 26Road works 16The bus driver driving too slowly 6Poor weather conditions 3The bus waiting too long at stops 9Time it took passengers to board/pay for tickets 23
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 70 saying they have a disability 19 no access to private transport 38
Profile of passengers in this area (%)
Main factors
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Results for the TfGM area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (3,280) 84 42 43 9 6
All fare-paying passengers (1,589) 82 35 46 10 8
All free pass holders (1,474) 93 60 33 5 3
Age 16 - 34 (757) 79 31 48 11 10
Age 35 - 59 (930) 85 43 42 8 6
Passengers commuting (1,113) 80 35 45 10 9
Passengers not commuting (1,930) 89 48 41 6 5
Passengers saying they have a disability (810) 87 46 41 7 6
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (1,547) 60 25 35 15 25
Passengers commuting (957) 59 24 35 16 26Passengers not commuting (522) 62 26 35 14 24
Age 16 - 34 (662) 56 23 33 16 28
Age 35 - 59 (775) 65 27 38 15 20
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (3,002) 71 38 33 12 17
Peak hours: 8am - 9:30am and 4pm - 6pm (690) 69 33 36 11 19
Off peak hours: 6am - 10pm outside of peak hours (2,245) 72 40 32 12 16
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (3,231) 72 25 47 16 12
Its general condition/standard of maintenance (2,982) 73 27 46 15 11
Its freedom from graffiti/vandalism (2,696) 74 32 41 14 12
Its freedom from litter (2,760) 63 24 39 18 19
Your personal safety at the stop (2,871) 72 29 43 18 10
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (3,052) 82 46 36 13 5
The cleanliness & condition of the outside of bus (3,114) 75 31 44 17 8
The ease of getting onto and off the bus (3,258) 89 50 39 6 4
The length of time it took to board the bus (3,165) 89 51 38 7 4
The cleanliness & condition of the inside of bus (3,249) 70 26 44 14 16
The information provided inside the bus (2,706) 57 22 35 32 11
The availability of seating or space to stand (3,179) 84 42 42 9 7
The comfort of the seats (3,222) 74 30 44 14 12
Provision of grab rails to stand/move within the bus (3,155) 82 38 44 12 6The temperature inside the bus (3,208) 76 31 45 13 11
Your personal security whilst on the bus (3,193) 82 38 44 13 5
The length of time your journey took (3,223) 80 38 42 10 10
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (3,156) 91 57 34 6 3
The drivers appearance (3,034) 88 53 34 9 3
The greeting/welcome you got from the driver (3,061) 64 34 30 24 12
The helpfulness and attitude of the driver (3,026) 67 36 31 23 10
The time the driver gave you to get to seat (3,104) 69 34 34 18 14
Smoothness/freedom from jolting during the journey (3,102) 71 32 38 16 13
Safety of the driving (i.e. speed, driver concentrating) (3,127) 84 46 38 12 4
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Results for Arriva routes within the TfGM area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (848) 83 40 43 9 9
All fare-paying passengers (385) 77 32 45 12 12
All free pass holders (413) 94 57 37 3 3
Age 16 - 34 (166) 72 28 44 13 15
Age 35 - 59 (246) 86 38 48 7 8
Passengers commuting (290) 75 30 46 11 13
Passengers not commuting (493) 90 50 40 6 4
Passengers saying they have a disability (232) 89 48 40 4 7
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (372) 51 22 29 20 29
Passengers commuting (241) 47 17 30 22 31Passengers not commuting (
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Results for First routes within the TfGM area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (1,103) 80 37 43 10 10
All fare-paying passengers (510) 77 31 46 11 12
All free pass holders (516) 89 53 36 8 3
Age 16 - 34 (236) 74 28 46 12 15
Age 35 - 59 (306) 81 37 44 10 9
Passengers commuting (328) 75 27 48 12 13
Passengers not commuting (686) 85 46 39 8 7
Passengers saying they have a disability (292) 83 42 41 9 8
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (493) 51 17 34 17 32
Passengers commuting (278) 48 15 33 17 35Passengers not commuting (189) 55 19 36 17 28
Age 16 - 34 (201) 46 16 30 17 37
Age 35 - 59 (254) 56 18 38 17 27
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (995) 64 30 34 14 22
Peak hours: 8am - 9:30am and 4pm - 6pm (215) 60 27 33 12 28
Off peak hours: 6am - 10pm outside of peak hours (760) 65 32 33 15 20
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (1,031) 80 43 37 16 5
The cleanliness & condition of the outside of bus (1,049) 70 26 44 20 10
The ease of getting onto and off the bus (1,094) 86 47 39 9 5
The length of time it took to board the bus (1,066) 86 48 38 10 4
The cleanliness & condition of the inside of bus (1,091) 64 20 44 17 18
The information provided inside the bus (926) 56 18 38 34 10
The availability of seating or space to stand (1,074) 80 35 44 11 9
The comfort of the seats (1,086) 70 25 46 16 14
Provision of grab rails to stand/move within the bus (1,064) 78 34 44 14 8
The temperature inside the bus (1,079) 73 27 45 16 12
Your personal security whilst on the bus (1,070) 78 33 44 17 5
The length of time your journey took (1,085) 78 35 43 12 11
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (1,061) 89 54 35 7 4
The drivers appearance (1,031) 86 49 37 11 3
The greeting/welcome you got from the driver (1,022) 59 29 29 26 15
The helpfulness and attitude of the driver (1,016) 61 30 31 27 12
The time the driver gave you to get to seat (1,043) 63 30 33 20 18
Smoothness/freedom from jolting during the journey (1,045) 68 30 38 17 15
Safety of the driving (i.e. speed, driver concentrating) (1,056) 80 43 37 15 5
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Results for Stagecoach routes within the TfGM area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (870) 83 35 48 11 6
All fare-paying passengers (529) 82 31 51 12 5
All free pass holders (291) 92 55 37 4 4
Age 16 - 34 (278) 81 29 52 12 7
Age 35 - 59 (275) 84 38 46 10 6
Passengers commuting (396) 82 34 48 11 7
Passengers not commuting (423) 88 36 52 8 4
Passengers saying they have a disability (159) 82 31 51 10 8
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (519) 64 25 38 16 20
Passengers commuting (357) 64 25 39 17 19Passengers not commuting (
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Anti-social behaviour
West Yorkshire PTE (Metro)
Key findings
In total, 1,630 passengers participated in the survey in this area. The table overleaf shows the
percentage of passengers satisfied/dissatisfied with various aspects of their bus journeys.
The main findings are summarised below.
85% >of passengers are
satisfied overallwith their journey
56%of fare paying passengersare satisfied with thevalue for money
77%of passengers are satisfiedwith the punctualityof the bus
10%of passengers said they had causeto worry orfelt uncomfortableduring their journey
83% for fare paying passengers and
90% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 22Road works 7The bus driver driving too slowly 5Poor weather conditions 4The bus waiting too long at stops 7Time it took passengers to board/pay for tickets 22
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 65 saying they have a disability 19 no access to private transport 31
Profile of passengers in this area (%)
Main factors
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Results for the Metro area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (1,579) 85 41 43 10 5
All fare-paying passengers (749) 83 32 51 10 7
All free pass holders (714) 90 63 27 7 2
Age 16 - 34 (316) 81 27 54 13 6
Age 35 - 59 (490) 85 41 44 8 7
Passengers commuting (490) 80 26 54 13 7
Passengers not commuting (994) 89 55 34 7 4
Passengers saying they have a disability (366) 84 53 31 10 6
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (723) 56 22 34 20 24
Passengers commuting (404) 52 18 34 20 28Passengers not commuting (286) 64 29 34 19 17
Age 16 - 34 (276) 51 20 31 20 29
Age 35 - 59 (390) 62 24 38 20 18
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (1,437) 77 42 35 10 13
Peak hours: 8am - 9:30am and 4pm - 6pm (327) 70 34 36 11 20
Off peak hours: 6am - 10pm outside of peak hours (1,081) 80 44 35 10 10
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (1,533) 73 28 44 17 11
Its general condition/standard of maintenance (1,421) 72 27 45 15 13
Its freedom from graffiti/vandalism (1,298) 72 34 38 16 12
Its freedom from litter (1,320) 69 31 38 16 15
Your personal safety at the stop (1,357) 71 32 39 18 11
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (1,475) 83 46 36 13 4
The cleanliness & condition of the outside of bus (1,494) 77 31 47 14 9
The ease of getting onto and off the bus (1,554) 91 50 41 6 3
The length of time it took to board the bus (1,504) 90 51 39 7 3
The cleanliness & condition of the inside of bus (1,554) 72 28 45 12 15
The information provided inside the bus (1,306) 60 23 36 30 11
The availability of seating or space to stand (1,518) 83 42 42 9 7
The comfort of the seats (1,532) 73 29 43 14 13
Provision of grab rails to stand/move within the bus (1,497) 84 38 47 11 5The temperature inside the bus (1,515) 76 32 44 13 11
Your personal security whilst on the bus (1,509) 82 38 44 13 5
The length of time your journey took (1,537) 83 39 44 10 7
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (1,520) 91 55 36 6 3
The drivers appearance (1,460) 88 53 34 10 3
The greeting/welcome you got from the driver (1,454) 62 33 29 24 14
The helpfulness and attitude of the driver (1,447) 65 35 30 24 12
The time the driver gave you to get to seat (1,487) 70 35 36 17 13
Smoothness/freedom from jolting during the journey (1,484) 74 35 39 14 12
Safety of the driving (i.e. speed, driver concentrating) (1,494) 85 46 38 11 5
Bus Passenger Survey3
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Results for Arriva routes within the Metro area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (281) 86 49 37 11 3
All fare-paying passengers (
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Results for First routes within the Metro area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (957) 83 34 49 10 7
All fare-paying passengers (532) 82 28 55 10 8
All free pass holders (354) 88 56 32 8 4
Age 16 - 34 (231) 81 22 58 11 8
Age 35 - 59 (338) 83 36 47 9 8
Passengers commuting (359) 80 22 57 12 8
Passengers not commuting (546) 88 48 40 7 5
Passengers saying they have a disability (207) 82 46 36 10 8
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (517) 56 20 36 20 24
Passengers commuting (302) 52 16 36 20 28Passengers not commuting (192) 63 28 35 21 15
Age 16 - 34 (204) 51 17 34 20 29
Age 35 - 59 (274) 61 23 39 21 18
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (862) 73 38 35 11 16
Peak hours: 8am - 9:30am and 4pm - 6pm (236) 70 34 35 10 21
Off peak hours: 6am - 10pm outside of peak hours (608) 75 39 36 11 14
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (898) 81 41 40 15 4
The cleanliness & condition of the outside of bus (920) 74 24 49 15 11
The ease of getting onto and off the bus (950) 89 45 44 7 4
The length of time it took to board the bus (926) 89 45 44 8 3
The cleanliness & condition of the inside of bus (945) 67 20 47 14 19
The information provided inside the bus (816) 55 18 37 33 12
The availability of seating or space to stand (932) 81 37 45 10 9
The comfort of the seats (937) 70 25 45 17 13
Provision of grab rails to stand/move within the bus (916) 82 32 49 12 6
The temperature inside the bus (929) 73 27 45 15 12
Your personal security whilst on the bus (923) 79 32 47 16 6
The length of time your journey took (940) 80 33 47 12 8
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (924) 90 51 39 6 3
The drivers appearance (891) 86 48 38 11 3
The greeting/welcome you got from the driver (886) 57 26 31 27 17
The helpfulness and attitude of the driver (886) 59 29 31 26 14
The time the driver gave you to get to seat (899) 67 29 38 18 15
Smoothness/freedom from jolting during the journey (910) 72 30 41 16 12
Safety of the driving (i.e. speed, driver concentrating) (913) 83 40 43 12 4
Bus Passenger Survey3
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Results for Keighley & District routes within the Metro area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (196) 94 61 32 5 1
All fare-paying passengers (
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Bus Passenger Survey3
Anti-social behaviour
Tyne & Wear PTE (Nexus)
Key findings
In total, 629 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
91% >of passengers are
satisfied overallwith their journey
63%of fare paying passengersare satisfied with thevalue for money
79%of passengers are satisfiedwith the punctualityof the bus
6% of passengers said they had causeto worry orfelt uncomfortableduring their journey
88% for fare paying passengers and
95% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 13Road works 7The bus driver driving too slowly 2Poor weather conditions 2The bus waiting too long at stops 5Time it took passengers to board/pay for tickets 17
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 62 saying they have a disability 24 no access to private transport 32
Profile of passengers in this area (%)
Main factors
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Results for the Nexus area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (610) 91 50 40 5 4
All fare-paying passengers (263) 88 42 46 7 5
All free pass holders (342) 95 63 32 4 1
Age 16 - 34 (
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Results for Go North East routes within the Nexus area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (247) 92 48 44 4 4
All fare-paying passengers (
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Results for Stagecoach routes within the Nexus area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (263) 89 50 40 7 3
All fare-paying passengers (
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Bus Passenger Survey3
Anti-social behaviour
West Midlands PTE (Centro)
Key findings
In total, 2,774 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
81% >of passengers are
satisfied overallwith their journey
51%of fare paying passengersare satisfied with thevalue for money
64%of passengers are satisfiedwith the punctualityof the bus
18%of passengers said they had causeto worry orfelt uncomfortableduring their journey
78% for fare paying passengers and
89% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 27Road works 13The bus driver driving too slowly 10Poor weather conditions 4The bus waiting too long at stops 10Time it took passengers to board/pay for tickets 22
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 71 saying they have a disability 19 no access to private transport 34
Profile of passengers in this area (%)
Main factors
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Results for the Centro area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (2,680) 81 32 49 11 8
All fare-paying passengers (1,409) 78 26 52 13 9
All free pass holders (1,109) 89 50 39 7 4
Age 16 - 34 (571) 75 21 54 14 12
Age 35 - 59 (898) 82 31 50 11 7
Passengers commuting (884) 77 24 53 14 10
Passengers not commuting (1,604) 84 38 46 9 7
Passengers saying they have a disability (620) 80 38 42 10 10
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (1,379) 51 16 35 18 31
Passengers commuting (763) 50 14 36 18 31Passengers not commuting (547) 52 19 33 16 32
Age 16 - 34 (518) 43 11 33 17 39
Age 35 - 59 (779) 58 20 38 18 23
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (2,382) 64 31 33 12 24
Peak hours: 8am - 9:30am and 4pm - 6pm (456) 56 27 28 13 31
Off peak hours: 6am - 10pm outside of peak hours (1,868) 67 32 34 12 21
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (2,635) 68 21 47 19 13
Its general condition/standard of maintenance (2,418) 68 22 46 18 14
Its freedom from graffiti/vandalism (2,207) 66 26 40 16 19
Its freedom from litter (2,241) 59 21 38 16 25
Your personal safety at the stop (2,303) 61 22 38 23 16
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (2,474) 76 34 42 17 7
The cleanliness & condition of the outside of bus (2,542) 64 20 44 21 15
The ease of getting onto and off the bus (2,631) 84 40 44 10 6
The length of time it took to board the bus (2,569) 84 42 42 10 6
The cleanliness & condition of the inside of bus (2,641) 59 18 41 15 26
The information provided inside the bus (2,248) 56 16 40 31 13
The availability of seating or space to stand (2,568) 76 33 43 13 11
The comfort of the seats (2,596) 67 22 45 17 16
Provision of grab rails to stand/move within the bus (2,562) 77 31 46 15 8The temperature inside the bus (2,573) 70 25 45 17 14
Your personal security whilst on the bus (2,556) 69 27 42 21 10
The length of time your journey took (2,569) 77 31 46 13 10
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (2,587) 88 49 40 8 4
The drivers appearance (2,451) 84 42 42 12 4
The greeting/welcome you got from the driver (2,410) 52 23 28 29 19
The helpfulness and attitude of the driver (2,378) 56 26 30 29 15
The time the driver gave you to get to seat (2,545) 61 25 36 22 16
Smoothness/freedom from jolting during the journey (2,515) 65 24 41 17 18
Safety of the driving (i.e. speed, driver concentrating) (2,536) 78 37 41 15 7
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Bus Passenger Survey3
Results for National Express routes within the Centro area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (2,179) 80 29 50 12 9
All fare-paying passengers (1,221) 78 25 53 13 9
All free pass holders (838) 88 44 44 8 5
Age 16 - 34 (508) 75 22 53 13 12
Age 35 - 59 (758) 81 29 52 12 7
Passengers commuting (780) 76 23 53 14 10
Passengers not commuting (1,253) 83 35 48 10 7
Passengers saying they have a disability (464) 78 33 45 11 10
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (1,195) 49 14 35 18 33
Passengers commuting (683) 49 13 36 19 33Passengers not commuting (454) 50 18 32 17 33
Age 16 - 34 (463) 43 10 32 17 40
Age 35 - 59 (667) 56 19 37 19 24
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (1,944) 63 30 33 13 25
Peak hours: 8am - 9:30am and 4pm - 6pm (389) 53 26 27 14 33
Off peak hours: 6am - 10pm outside of peak hours (1,510) 66 31 35 12 22
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (2,020) 75 34 42 18 7
The cleanliness & condition of the outside of bus (2,072) 63 18 45 21 15
The ease of getting onto and off the bus (2,145) 83 39 44 10 6
The length of time it took to board the bus (2,100) 82 40 42 11 7
The cleanliness & condition of the inside of bus (2,153) 57 16 41 15 28
The information provided inside the bus (1,846) 55 14 41 32 14
The availability of seating or space to stand (2,098) 75 31 44 13 12
The comfort of the seats (2,122) 66 20 46 18 16
Provision of grab rails to stand/move within the bus (2,099) 76 30 46 15 9
The temperature inside the bus (2,106) 68 23 45 18 15
Your personal security whilst on the bus (2,096) 67 25 42 22 11
The length of time your journey took (2,108) 76 29 47 14 11
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (2,099) 88 48 40 8 4
The drivers appearance (1,987) 83 40 43 13 4
The greeting/welcome you got from the driver (1,949) 49 21 28 32 20
The helpfulness and attitude of the driver (1,927) 54 24 29 31 15
The time the driver gave you to get to seat (2,068) 59 23 36 24 17
Smoothness/freedom from jolting during the journey (2,043) 63 23 40 18 19
Safety of the driving (i.e. speed, driver concentrating) (2,067) 77 35 42 16 7
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Anti-social behaviour
Tees Valley Group
Key findings
In total, 1,648 passengers participated in the survey in this area. The table overleaf shows the
percentage of passengers satisfied/dissatisfied with various aspects of their bus journeys.
The main findings are summarised below.
85% >of passengers are
satisfied overallwith their journey
62%of fare paying passengersare satisfied with thevalue for money
74%of passengers are satisfiedwith the punctualityof the bus
8% of passengers said they had causeto worry orfelt uncomfortableduring their journey
80% for fare paying passengers and
91% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 13Road works 7The bus driver driving too slowly 3Poor weather conditions 2The bus waiting too long at stops 6Time it took passengers to board/pay for tickets 20
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 55 saying they have a disability 29 no access to private transport 34
Profile of passengers in this area (%)
Main factors
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Bus Passenger Survey3
Results for the Tees Valley area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (1,586) 85 45 40 8 7
All fare-paying passengers (565) 80 35 45 11 9
All free pass holders (917) 91 57 34 5 4
Age 16 - 34 (233) 77 30 47 12 11
Age 35 - 59 (418) 85 44 41 8 7
Passengers commuting (302) 79 32 47 11 10
Passengers not commuting (1,171) 88 50 38 7 6
Passengers saying they have a disability (489) 87 48 38 7 6
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (557) 62 26 36 11 27
Passengers commuting (251) 58 23 35 15 27Passengers not commuting (283) 66 27 38 8 26
Age 16 - 34 (207) 58 22 36 11 31
Age 35 - 59 (318) 66 28 38 11 23
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (1,466) 74 43 31 9 17
Peak hours: 8am - 9:30am and 4pm - 6pm (260) 72 37 34 9 19
Off peak hours: 6am - 10pm outside of peak hours (1,168) 75 45 31 9 16
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (1,575) 68 24 43 16 16
Its general condition/standard of maintenance (1,453) 69 23 46 14 17
Its freedom from graffiti/vandalism (1,279) 68 28 41 13 18
Its freedom from litter (1,296) 68 25 42 13 19
Your personal safety at the stop (1,328) 70 28 43 18 12
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (1,478) 81 42 39 14 5
The cleanliness & condition of the outside of bus (1,487) 75 30 46 16 9
The ease of getting onto and off the bus (1,568) 90 48 42 6 4
The length of time it took to board the bus (1,528) 90 51 39 7 3
The cleanliness & condition of the inside of bus (1,568) 75 29 46 13 11
The information provided inside the bus (1,304) 63 24 39 28 9
The availability of seating or space to stand (1,523) 85 43 42 8 6
The comfort of the seats (1,540) 74 31 43 13 14
Provision of grab rails to stand/move within the bus (1,507) 81 37 44 12 7The temperature inside the bus (1,532) 77 32 45 12 11
Your personal security whilst on the bus (1,512) 81 39 42 14 5
The length of time your journey took (1,533) 87 45 42 8 5
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (1,532) 91 57 34 6 3
The drivers appearance (1,503) 90 56 34 8 3
The greeting/welcome you got from the driver (1,522) 69 36 33 19 13
The helpfulness and attitude of the driver (1,498) 69 38 31 20 10
The time the driver gave you to get to seat (1,527) 75 38 37 14 11
Smoothness/freedom from jolting during the journey (1,502) 74 36 38 14 12
Safety of the driving (i.e. speed, driver concentrating) (1,515) 85 51 35 9 5
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Results for Arriva routes within the Tees Valley area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (910) 84 41 43 9 7
All fare-paying passengers (303) 79 30 49 12 9
All free pass holders (550) 90 53 37 5 5
Age 16 - 34 (
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Bus Passenger Survey3
Results for Stagecoach routes within the Tees Valley area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (593) 86 50 37 8 6
All fare-paying passengers (241) 81 41 40 10 8
All free pass holders (309) 94 61 32 5 1
Age 16 - 34 (
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Anti-social behaviour
West of England Partnership
Key findings
In total, 828 passengers participated in the survey in this area. The table overleaf shows the
percentage of passengers satisfied/dissatisfied with various aspects of their bus journeys.
The main findings are summarised below.
84% >of passengers are
satisfied overallwith their journey
43%of fare paying passengersare satisfied with thevalue for money
69%of passengers are satisfiedwith the punctualityof the bus
9% of passengers said they had causeto worry orfelt uncomfortableduring their journey
80% for fare paying passengers and
93% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 31Road works 12The bus driver driving too slowly 5Poor weather conditions 3The bus waiting too long at stops 2Time it took passengers to board/pay for tickets 22
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 61 saying they have a disability 18 no access to private transport 30
Profile of passengers in this area (%)
Main factors
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Bus Passenger Survey3
Results for the West England Partnership area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (810) 84 38 46 9 7
All fare-paying passengers (412) 80 30 50 11 9
All free pass holders (351) 93 54 39 5 2
Age 16 - 34 (213) 75 22 53 13 11
Age 35 - 59 (218) 84 38 46 9 7
Passengers commuting (301) 77 28 49 15 8
Passengers not commuting (470) 90 46 44 4 5
Passengers saying they have a disability (164) 78 43 35 10 12
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (399) 43 19 24 15 42
Passengers commuting (241) 42 17 25 15 43Passengers not commuting (
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Results for First routes within the West England Partnership area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (755) 84 36 47 9 7
All fare-paying passengers (375) 79 27 52 11 9
All free pass holders (336) 93 53 40 5 2
Age 16 - 34 (197) 75 19 56 13 12
Age 35 - 59 (197) 83 35 48 10 7
Passengers commuting (264) 76 24 52 15 9
Passengers not commuting (452) 90 45 45 4 6
Passengers saying they have a disability (152) 77 40 37 10 13
SATISFACTION WITH VALUE FOR MONEY
All fare paying passengers (362) 40 17 24 15 44
Passengers commuting (210) 38 14 24 16 47Passengers not commuting (
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Bus Passenger Survey3
Anti-social behaviour
Bournemouth and Poole (combined)
Key findings
In total, 674 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
87% >of passengers are
satisfied overallwith their journey
59%of fare paying passengersare satisfied with thevalue for money
76%of passengers are satisfiedwith the punctualityof the bus
10%of passengers said they had causeto worry orfelt uncomfortableduring their journey
84% for fare paying passengers and
92% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 22Road works 11The bus driver driving too slowly 4Poor weather conditions 1The bus waiting too long at stops 8Time it took passengers to board/pay for tickets 30
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 70 saying they have a disability 18 no access to private transport 34
Profile of passengers in this area (%)
Main factors
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Results for Bournemouth and Poole (combined) areas
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (652) 87 45 42 7 6
All fare-paying passengers (253) 84 38 47 8 7
All free pass holders (358) 92 64 28 5 3
Age 16 - 34 (
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Bus Passenger Survey3
Results for Yellow Bus routes within the Bournemouth and Poole (combined) area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (323) 89 45 43 8 3
Satisfaction with value for money (
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47
Anti-social behaviour
Dorset
Key findings
In total, 586 passengers participated in the survey in this area. The table overleaf shows the
percentage of passengers satisfied/dissatisfied with various aspects of their bus journeys.
The main findings are summarised below.
88% >of passengers are
satisfied overallwith their journey
57%of fare paying passengersare satisfied with thevalue for money
74%of passengers are satisfiedwith the punctualityof the bus
11%of passengers said they had causeto worry orfelt uncomfortableduring their journey
85% for fare paying passengers and
92% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 23Road works 19The bus driver driving too slowly 3Poor weather conditions 2The bus waiting too long at stops 10Time it took passengers to board/pay for tickets 21
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 56 saying they have a disability 24 no access to private transport 24
Profile of passengers in this area (%)
Main factors
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Bus Passenger Survey3
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION AND VALUE FOR MONEY
All passengers (568) 88 49 39 6 6
All fare-paying passengers (164) 85 38 46 8 7
All free pass holders (370) 92 63 29 5 3
Satisfaction with value for money (159) 57 22 35 16 27
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (510) 74 46 28 12 14
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (556) 75 35 40 14 11
Its general condition/standard of maintenance (519) 75 35 41 13 12
Its freedom from graffiti/vandalism (465) 80 46 34 11 10
Its freedom from litter (478) 78 42 36 14 7
Your personal safety at the stop (484) 75 40 34 18 7
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (533) 83 54 29 11 6
The cleanliness & condition of the outside of bus (533) 76 33 44 15 8
The ease of getting onto and off the bus (565) 88 56 32 5 6
The length of time it took to board the bus (546) 90 59 30 5 5
The cleanliness & condition of the inside of bus (560) 75 38 37 10 14
The information provided inside the bus (449) 58 24 34 33 9
The availability of seating or space to stand (545) 84 46 38 8 9
The comfort of the seats (555) 68 31 38 17 14
Provision of grab rails to stand/move within the bus (539) 80 39 42 13 7The temperature inside the bus (544) 79 36 43 13 8
Your personal security whilst on the bus (544) 84 45 39 13 4
The length of time your journey took (546) 82 45 37 11 7
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (554) 91 67 25 6 2
The drivers appearance (538) 92 64 28 6 2
The greeting/welcome you got from the driver (544) 73 46 27 16 11
The helpfulness and attitude of the driver (544) 77 50 26 13 10
The time the driver gave you to get to seat (549) 81 52 29 12 7
Smoothness/freedom from jolting during the journey (550) 82 44 38 9 9
Safety of the driving (i.e. speed, driver concentrating) (538) 88 62 27 9 3
Results for the Dorset area
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Results for First routes within the Dorset area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (403) 85 46 39 7 8
Satisfaction with value for money (
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50
Bus Passenger Survey3
Anti-social behaviour
Durham County
Key findings
In total, 467 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
83% >of passengers are
satisfied overallwith their journey
46%of fare paying passengersare satisfied with thevalue for money
65%of passengers are satisfiedwith the punctualityof the bus
7% of passengers said they had causeto worry orfelt uncomfortableduring their journey
81% for fare paying passengers and
89% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 17Road works 6The bus driver driving too slowly 3Poor weather conditions 1The bus waiting too long at stops 6Time it took passengers to board/pay for tickets 21
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 62 saying they have a disability 23 no access to private transport 36
Profile of passengers in this area (%)
Main factors
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Results for the Durham County area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION AND VALUE FOR MONEY
All passengers (450) 83 36 47 10 7
All fare-paying passengers (206) 81 25 56 13 6
All free pass holders (212) 89 56 33 5 7
Satisfaction with value for money (204) 46 11 35 15 39
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (426) 65 30 35 13 23
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (446) 64 15 48 22 15
Its general condition/standard of maintenance (423) 61 16 45 19 20
Its freedom from graffiti/vandalism (370) 65 24 41 16 18
Its freedom from litter (371) 62 22 41 15 23
Your personal safety at the stop (380) 64 24 40 23 12
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (432) 81 37 44 12 7
The cleanliness & condition of the outside of bus (438) 69 23 46 20 11
The ease of getting onto and off the bus (447) 89 45 44 6 5
The length of time it took to board the bus (436) 90 48 42 5 5
The cleanliness & condition of the inside of bus (452) 70 26 44 13 17
The information provided inside the bus (384) 54 18 36 32 14
The availability of seating or space to stand (431) 83 37 46 9 8
The comfort of the seats (447) 71 24 47 14 15
Provision of grab rails to stand/move within the bus (431) 80 32 48 14 6The temperature inside the bus (432) 74 27 47 17 9
Your personal security whilst on the bus (432) 81 36 46 12 7
The length of time your journey took (435) 80 37 43 10 10
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (428) 88 52 36 7 4
The drivers appearance (426) 87 47 39 10 4
The greeting/welcome you got from the driver (422) 64 35 30 21 14
The helpfulness and attitude of the driver (422) 68 36 32 20 12
The time the driver gave you to get to seat (436) 73 40 34 13 13
Smoothness/freedom from jolting during the journey (423) 71 31 40 14 15
Safety of the driving (i.e. speed, driver concentrating) (430) 82 44 39 10 7
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Bus Passenger Survey3
Results for Arriva routes within the Durham County area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (239) 78 24 54 12 10
Satisfaction with value for money (
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Anti-social behaviour
East Sussex
Key findings
In total, 641 passengers participated in the survey in this area. The table overleaf shows the
percentage of passengers satisfied/dissatisfied with various aspects of their bus journeys.
The main findings are summarised below.
88% >of passengers are
satisfied overallwith their journey
64%of fare paying passengersare satisfied with thevalue for money
81%of passengers are satisfiedwith the punctualityof the bus
8% of passengers said they had causeto worry orfelt uncomfortableduring their journey
83% for fare paying passengers and
95% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 16Road works 7The bus driver driving too slowly 4Poor weather conditions 1The bus waiting too long at stops 9Time it took passengers to board/pay for tickets 25
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 51 saying they have a disability 24 no access to private transport 34
Profile of passengers in this area (%)
Main factors
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Bus Passenger Survey3
Results for the East Sussex area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION AND VALUE FOR MONEY
All passengers (613) 88 50 38 6 6
All fare-paying passengers (194) 83 37 45 7 10
All free pass holders (388) 95 63 31 4 2
Satisfaction with value for money (196) 64 25 40 11 25
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (561) 81 44 36 8 11
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (605) 70 28 42 16 14
Its general condition/standard of maintenance (568) 68 28 40 16 16
Its freedom from graffiti/vandalism (515) 71 34 37 14 15
Its freedom from litter (523) 69 28 41 14 17
Your personal safety at the stop (525) 74 38 36 18 8
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (582) 83 51 32 11 5
The cleanliness & condition of the outside of bus (578) 79 34 45 13 9
The ease of getting onto and off the bus (610) 88 53 34 7 5
The length of time it took to board the bus (595) 88 54 34 8 4
The cleanliness & condition of the inside of bus (608) 75 30 45 10 15
The information provided inside the bus (510) 64 27 37 25 11
The availability of seating or space to stand (591) 82 45 38 10 8
The comfort of the seats (604) 70 29 42 17 13
Provision of grab rails to stand/move within the bus (584) 80 37 42 14 6The temperature inside the bus (605) 76 33 43 14 10
Your personal security whilst on the bus (598) 86 45 42 10 4
The length of time your journey took (600) 85 48 36 8 7
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (598) 93 63 30 4 3
The drivers appearance (587) 90 63 28 7 3
The greeting/welcome you got from the driver (602) 76 49 27 13 10
The helpfulness and attitude of the driver (590) 78 50 28 14 8
The time the driver gave you to get to seat (594) 77 46 31 12 11
Smoothness/freedom from jolting during the journey (593) 75 38 36 12 13
Safety of the driving (i.e. speed, driver concentrating) (592) 86 56 31 10 4
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Results for Brighton & Hove Bus routes within the East Sussex area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (210) 89 52 37 6 5
Satisfaction with value for money (
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56
Bus Passenger Survey3
Anti-social behaviour
Essex
Key findings
In total, 519 passengers participated in the survey in this area. The table on the opposite
page shows the percentage of passengers satisfied/dissatisfied with various aspects of
their bus journeys. The main findings are summarised below.
83% >of passengers are
satisfied overallwith their journey
50%of fare paying passengersare satisfied with thevalue for money
70%of passengers are satisfiedwith the punctualityof the bus
8% of passengers said they had causeto worry orfelt uncomfortableduring their journey
73% for fare paying passengers and
93% for free pass holding passengersare satisfied overall with their journey
Factors affecting journey length
Passengers were asked whether any factors affected journeylength (they could answer more than one question). The tablebelow shows the percentage of passengers affected by each factor.
Congestion/traffic jams 23Road works 14The bus driver driving too slowly 5Poor weather conditions 1The bus waiting too long at stops 8Time it took passengers to board/pay for tickets 21
Passengers were asked if, during their journey, otherpassengers behaviour gave them cause to worryor made them feel uncomfortable.
fare paying journeys (without free passes) 49 saying they have a disability 21 no access to private transport 33
Profile of passengers in this area (%)
Main factors
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Results for the Essex area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION AND VALUE FOR MONEY
All passengers (498) 83 47 36 10 7
All fare-paying passengers (168) 73 29 44 15 12
All free pass holders (289) 93 65 28 5 1
Satisfaction with value for money (168) 50 18 33 19 31
SATISFACTION WITH PUNCTUALITY
Satisfaction with punctuality (468) 70 41 29 10 20
SATISFACTION WITH THE BUS STOP
Overall satisfaction with the bus stop (481) 67 25 42 18 15
Its general condition/standard of maintenance (433) 66 25 41 17 17
Its freedom from graffiti/vandalism (381) 69 33 36 14 17
Its freedom from litter (394) 66 26 40 16 17
Your personal safety at the stop (402) 69 31 38 19 12
SATISFACTION ON THE BUS
Route number & destination info on outside of bus (465) 79 45 34 15 6
The cleanliness & condition of the outside of bus (479) 73 27 45 20 8
The ease of getting onto and off the bus (489) 85 50 35 11 5
The length of time it took to board the bus (477) 87 51 36 8 5
The cleanliness & condition of the inside of bus (500) 71 30 41 16 13
The information provided inside the bus (392) 53 21 32 36 11
The availability of seating or space to stand (482) 81 43 38 9 10
The comfort of the seats (488) 68 26 42 20 12
Provision of grab rails to stand/move within the bus (477) 79 36 44 12 8The temperature inside the bus (488) 72 32 40 19 9
Your personal security whilst on the bus (478) 82 40 42 13 5
The length of time your journey took (489) 82 41 40 11 7
SATISFACTION WITH THE BUS DRIVER
How near to the kerb/stop the bus stopped (485) 91 60 30 5 4
The drivers appearance (469) 89 58 31 9 2
The greeting/welcome you got from the driver (475) 70 41 29 19 11
The helpfulness and attitude of the driver (471) 69 42 27 21 10
The time the driver gave you to get to seat (493) 79 43 36 11 10
Smoothness/freedom from jolting during the journey (479) 76 39 37 14 10
Safety of the driving (i.e. speed, driver concentrating) (483) 85 52 34 10 5
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Bus Passenger Survey3
Results for First routes within the Essex area
sample % all % very % fairly % neither % all
size satisfied satisfied satisfied satisfied nor dissatisfied
dissatisfied
OVERALL SATISFACTION WITH THE JOURNEY
All passengers (299) 83 43 40 11 5
Satisfaction with value for money (
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Anti-social behaviour
Hertfordshire
Key findings
In total, 454 passengers participated in the survey in this area. The table overleaf shows the
percentage of passengers satisfied/dissatisfied with various aspects of their bus journeys.
The main findings are summarised below.
84% >of passengers are
satisfied overallwith their journey
47%of fare paying passengers*are satis