14 Mar 2019
Transport Focus survey shows rise in overall satisfaction with Stagecoach services from 88% to 92%
The number of Stagecoach bus passengers in Scotland who are satisfied with their journey has risen from 88% to 92%, according to independent research by consumer watchdog Transport Focus.
The results mean that Stagecoach customers are among the most satisfied of any operator in the country.
Passengers travelling with the Perth-based bus and coach operator also recorded improved satisfaction across a number of areas, including journey time, punctuality, the friendliness of the driver, interior cleanliness and the availability of seating.
The results follow continued significant investment by Stagecoach in new low emissions buses and new technology along with the introduction of contactless payments and availability of smart multi-operate schemes across Scotland.
The highest scoring part of the country was in Tayside and Central Scotland where 97% of Stagecoach customers said they were satisfied overall with their journey. In Aberdeen City and Aberdeenshire, 91% of Stagecoach customers reported overall satisfaction and in south-west Scotland, 93% of customers said they were satisfied. 85% of Stagecoach customers in the Highlands said they were satisfied overall.
The results showed that Scottish bus passengers (across all operators surveyed) are more satisfied than last year - and more satisfied overall than bus customers in England - with 91% of passengers reporting they were satisfied with their overall journey. Satisfaction with journey time across Scotland has also improved from 85% to 88% and the value for money score also rose from 68% to 71%.
Stagecoach Managing Director for Stagecoach in Scotland, Robert Andrew, said: “These independent results show we are continuing to deliver an improving service for our customers and are a fantastic endorsement of the hard work of our employees across the UK every day to deliver high-quality, reliable bus services.
“We are working hard, in partnership with other operators and local authority partners to provide easier, more affordable and better joined up journeys but we know we have to do more to deliver even better services for our customers.
“To match the industry’s efforts, we need tougher action from Scottish Government, Transport Scotland and local authorities to address the impact of car congestion which is damaging local air quality, slowing bus journey speeds, holding back our economy, pushing up the cost of transport for local people, and undermining the value of the bus. Tackling this huge issue will open the doors for cleaner towns and cities and allow bus travel to flourish. For example, we see great potential to make better use of the Glasgow urban motorway network to give priorities and faster journey times for the many bus and coach passengers who access the city every day.”
Stagecoach customers in Scotland reported the below increases:
Stagecoach has made a series of improvements to help transform bus travel for customers, including continued investment in new, greener vehicles, the introduction of contactless payments on all buses, smart, integrated ticketing schemes and a greater focus on customer service through the delivery of more convenient purchasing options and better customer information.