bus passenger survey final report - march 2012

7/30/2019 Bus Passenger Survey Final Report - March 2012

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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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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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5

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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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


Dorset (159)

Durham (204)

E Sussex (196)

Essex (168)

Herts** (143)

Kingston UH (260)

Lancs (203)

Leics City (186)


Norfolk (225)

Tees Valley (557)

N. Hants (181)

Notts City (283)


Staffs (166)


Surrey (169)

TfGM (1547)






% - 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


Dorset (510)

Durham (426)

E Sussex (561)

Essex (468)

Herts (394)

Kingston UH (446)

Lancs (485)

Leics City (420)


Norfolk (435)

Tees Valley (1466)

N. Hants (392)

Notts City (513)


Staffs (392)


Surrey (546)

TfGM (3002)






% - 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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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 ***




* 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




Q30 - Was the length of your journey affected by any of the following

(note: more than one response was permissible)



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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.


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



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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



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



dissatisfied


All passengers (762) 85 40 45 8 7



Age 16 - 34 (


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Results for Stagecoach routes within the Merseytravel area



dissatisfied


All passengers (205) 84 37 47 11 5

All fare-paying passengers (


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South Yorkshire PTE

Key findings








7% of passengers said they had causeto worry orfelt uncomfortableduring their journey









Main factors


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Results for the South Yorkshire PTE area



dissatisfied


All passengers (1,464) 86 48 38 9 6



Age 16 - 34 (282) 77 32 46 14 9

Age 35 - 59 (425) 86 43 42 9 5






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




















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












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Results for First routeswithin the South Yorkshire PTE area



dissatisfied


All passengers (818) 83 43 40 10 7



Age 16 - 34 (


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Results for Stagecoach routes within the South Yorkshire PTE area



dissatisfied


All passengers (496) 87 49 38 8 5



Age 16 - 34 (


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Transport for Greater Manchester(TfGM)

Key findings

















Main factors


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Results for the TfGM area



dissatisfied


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



All fare paying passengers (1,547) 60 25 35 15 25


Age 16 - 34 (662) 56 23 33 16 28

Age 35 - 59 (775) 65 27 38 15 20




Off peak hours: 6am - 10pm outside of peak hours (2,245) 72 40 32 12 16




























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Results for Arriva routes within the TfGM area



dissatisfied


All passengers (848) 83 40 43 9 9



Age 16 - 34 (166) 72 28 44 13 15

Age 35 - 59 (246) 86 38 48 7 8






Passengers commuting (241) 47 17 30 22 31Passengers not commuting (


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Results for First routes within the TfGM area



dissatisfied


All passengers (1,103) 80 37 43 10 10



Age 16 - 34 (236) 74 28 46 12 15

Age 35 - 59 (306) 81 37 44 10 9







Age 16 - 34 (201) 46 16 30 17 37

Age 35 - 59 (254) 56 18 38 17 27


Satisfaction with punctuality (995) 64 30 34 14 22









The information provided inside the bus (926) 56 18 38 34 10
















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Results for Stagecoach routes within the TfGM area



dissatisfied


All passengers (870) 83 35 48 11 6



Age 16 - 34 (278) 81 29 52 12 7

Age 35 - 59 (275) 84 38 46 10 6








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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.














Main factors


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Results for the Metro area



dissatisfied


All passengers (1,579) 85 41 43 10 5



Age 16 - 34 (316) 81 27 54 13 6

Age 35 - 59 (490) 85 41 44 8 7







Age 16 - 34 (276) 51 20 31 20 29

Age 35 - 59 (390) 62 24 38 20 18

































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Results for Arriva routes within the Metro area



dissatisfied


All passengers (281) 86 49 37 11 3



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Results for First routes within the Metro area



dissatisfied


All passengers (957) 83 34 49 10 7



Age 16 - 34 (231) 81 22 58 11 8

Age 35 - 59 (338) 83 36 47 9 8







Age 16 - 34 (204) 51 17 34 20 29

Age 35 - 59 (274) 61 23 39 21 18






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 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


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



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Results for Keighley & District routes within the Metro area



dissatisfied


All passengers (196) 94 61 32 5 1



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Tyne & Wear PTE (Nexus)

Key findings

In total, 629 passengers participated in the survey in this area. The table on the opposite
















Main factors


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Results for the Nexus area



dissatisfied


All passengers (610) 91 50 40 5 4



Age 16 - 34 (


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Results for Go North East routes within the Nexus area



dissatisfied


All passengers (247) 92 48 44 4 4



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Results for Stagecoach routes within the Nexus area



dissatisfied


All passengers (263) 89 50 40 7 3



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West Midlands PTE (Centro)

Key findings

















Main factors


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Results for the Centro area



dissatisfied


All passengers (2,680) 81 32 49 11 8


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







Age 16 - 34 (518) 43 11 33 17 39

Age 35 - 59 (779) 58 20 38 18 23
































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Results for National Express routes within the Centro area



dissatisfied


All passengers (2,179) 80 29 50 12 9



Age 16 - 34 (508) 75 22 53 13 12

Age 35 - 59 (758) 81 29 52 12 7







Age 16 - 34 (463) 43 10 32 17 40

Age 35 - 59 (667) 56 19 37 19 24



























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Tees Valley Group

Key findings

In total, 1,648 passengers participated in the survey in this area. The table overleaf shows the
















Main factors


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Results for the Tees Valley area



dissatisfied


All passengers (1,586) 85 45 40 8 7



Age 16 - 34 (233) 77 30 47 12 11

Age 35 - 59 (418) 85 44 41 8 7







Age 16 - 34 (207) 58 22 36 11 31

Age 35 - 59 (318) 66 28 38 11 23
































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39

Results for Arriva routes within the Tees Valley area



dissatisfied


All passengers (910) 84 41 43 9 7



Age 16 - 34 (


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Results for Stagecoach routes within the Tees Valley area



dissatisfied


All passengers (593) 86 50 37 8 6



Age 16 - 34 (


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41


West of England Partnership

Key findings

In total, 828 passengers participated in the survey in this area. The table overleaf shows the
















Main factors


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Results for the West England Partnership area



dissatisfied


All passengers (810) 84 38 46 9 7



Age 16 - 34 (213) 75 22 53 13 11

Age 35 - 59 (218) 84 38 46 9 7








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Results for First routes within the West England Partnership area



dissatisfied


All passengers (755) 84 36 47 9 7



Age 16 - 34 (197) 75 19 56 13 12

Age 35 - 59 (197) 83 35 48 10 7








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Bournemouth and Poole (combined)

Key findings

















Main factors


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45

Results for Bournemouth and Poole (combined) areas



dissatisfied


All passengers (652) 87 45 42 7 6



Age 16 - 34 (


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46


Results for Yellow Bus routes within the Bournemouth and Poole (combined) area



dissatisfied


All passengers (323) 89 45 43 8 3

Satisfaction with value for money (


47/91

47


Dorset

Key findings

















Main factors


48/91

48




dissatisfied

OVERALL SATISFACTION AND VALUE FOR MONEY

All passengers (568) 88 49 39 6 6



Satisfaction with value for money (159) 57 22 35 16 27




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










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











Results for the Dorset area


49/91

49

Results for First routes within the Dorset area



dissatisfied


All passengers (403) 85 46 39 7 8



50/91

50



Durham County

Key findings

















Main factors


51/91

51

Results for the Durham County area



dissatisfied


All passengers (450) 83 36 47 10 7

































52/91

52


Results for Arriva routes within the Durham County area



dissatisfied


All passengers (239) 78 24 54 12 10



53/91

53


East Sussex

Key findings

















Main factors


54/91

54


Results for the East Sussex area



dissatisfied


All passengers (613) 88 50 38 6 6

































55/91

55

Results for Brighton & Hove Bus routes within the East Sussex area



dissatisfied


All passengers (210) 89 52 37 6 5



56/91

56



Essex

Key findings

















Main factors


57/91

57

Results for the Essex area



dissatisfied


All passengers (498) 83 47 36 10 7

































58/91

58


Results for First routes within the Essex area



dissatisfied


All passengers (299) 83 43 40 11 5



59/91

59


Hertfordshire

Key findings






47%of fare paying passengers*are satis

bus passenger survey final report - march 2012

Documents