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Stagecoach East Scotland Records High Customer Satisfaction Levels

19 Mar 2018

  • Transport Focus survey shows biggest improvement of any major UK bus company
  • Stagecoach rated as best value operator for fifth year in a row
  • 89% satisfaction among Stagecoach East Scotland customers in Scotland


Satisfaction with Stagecoach East Scotland services is 89%, according to independent research by consumer watchdog Transport Focus.


Britain’s biggest bus and coach operator recorded the biggest improvement in overall passenger satisfaction of any major UK operator.


Customers also once again rated Stagecoach as the best value of the major UK bus operators, for the fifth year in a row.


The results follow continued significant investment by Stagecoach in new low emission buses, smart ticketing, and live bus tracking.


Paul Thomas, Managing Director, East Scotland, said: “These independent results are a fantastic endorsement of the hard work of our employees across the East of Scotland in delivering better bus services, better customer service and industry-leading value for money.”

“We are seeing high levels of satisfaction with our bus services in Scotland.”

“We know there is still more work for us to do, but we desperately need tougher action from local authorities to address the impact of car congestion. Congestion is damaging local air quality, slowing bus journey speeds, holding back our economy, and pushing up the cost of transport for local people. It is also undermining the gains in bus use that we have delivered through our continued investment in better bus services for local communities over many years.” 


The detailed results also showed:


  • 90% of Stagecoach customers across the UK reported being satisfied with their bus service, compared to 86% the previous year.


  • 89% of Stagecoach East Scotland customers were satisfied with the rest of Scotland averaging 88%


  • Average satisfaction with all bus operators across England was 88%, across Scotland was 88% and across Wales was 90%.


  • Overall satisfaction with the bus journey on Stagecoach East Scotland services was 89%


  • 62% of passengers felt that Stagecoach East Scotland offered value for money


  • Satisfaction with punctuality of services across Stagecoach East Scotland was 78%


  • 88% of passengers were satisfied with on-bus journey time


Stagecoach has made a series of improvements to help transform bus travel for customers, including the ‘Stagecoach Bus’ smartphone app which provides customers with journey planning, next-stop information and live bus tracking, and enables people to buy and download bus tickets straight to their mobile phone.


More than £5.8million has been invested in new buses and coaches for the East of Scotland in the last year.