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Lincolnshire bus users rate Stagecoach services as one of best in UK

07 Jun 2019

Stagecoach East Midlands has received some of the highest customer satisfaction results nationally for their services across Lincolnshire, following an annual independent passenger satisfaction survey conducted by Transport Focus.


The results are compiled through a survey of over 40,000 bus passengers across the UK.


87% of Stagecoach customers in Lincolnshire were found to be satisfied with their service, rising to 95% for customers aged over 60.


The results follow a significant £11m investment by Stagecoach East Midlands in new low emission vehicles and technology in the last three years. 


New ticket machine technology, introduced in May 2018, provides customers with a contactless payment option across all of its vehicles, making on-bus transactions quick and easy.


In 2017 Stagecoach launched six new double decker buses for the service 100, serving villages between Scunthorpe and Lincoln, and in 2018 ten new single decker vehicles were introduced to support the launch of the Lincoln Simpli Network. Each of the vehicles feature ultra-low emission engines, modern interiors with USB charging, for a stress-free journey.


The survey results also showed high levels of satisfaction for the following areas:


  • 93% for safety of driving
  • 87% for on-bus journey time
  • 85% for the welcome/greeting from the driver
  • 92% for time taken to board the bus
  • 91% for ease of getting on the bus


The report also revealed that congestion is having a major impact on customers, with 42% of respondents highlighting the need for improved punctuality.


Managing Director, Matt Cranwell said: “As the biggest provider of bus services in the region, it’s really important to understand how our customers feel about the services we provide. It’s great to see that investments such as our new vehicles, contactless payment systems and App are having a positive impact on our customers. The report also praises the hard work and commitment of our teams in Lincolnshire, and I’d like to thank them for their continued dedication and professionalism to help ensure we deliver the highest standards of service.


“However, the survey results show that a high level of traffic congestion is having a detrimental impact on journey times and bus punctuality, which is affecting overall passenger satisfaction. We need to do more locally to address the impact of congestion on our Lincolnshire roads, which will inevitably have a negative impact on air quality, journey times and hinder the growth of the local economy.


“Stagecoach will continue to work in partnership with local businesses and authorities to tackle this increasing problem. A bus can remove up to 75 cars off our congested roads, and independent research has shown that in return for every £1 invested in local bus services up to £8 is generated through wider social, economic and environmental benefits. Therefore, policies that support local bus services will help ensure Lincolnshire continues to thrive.”


The full Transport Focus Passenger survey can be found at transportfocus