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Customer Satisfaction up by 9 per cent to 91 per cent

16 Mar 2018

Independent research published annually by consumer watchdog Transport Focus has revealed a nine per cent increase in overall customer satisfaction on Stagecoach Manchester bus experiences. This brings the total figure of customer satisfaction up to an impressive 91 per cent compared to 82 per cent in 2016.

The bus passenger survey takes the opinions of 48,000 passengers on board and measures the success of all bus operators nationwide. Stagecoach Manchester scored highly in the value for money category, at 74 per cent satisfaction, four per cent up on the previous year. It also saw a rise in both punctuality at 77 per cent satisfaction and on bus journey time at 86 per cent, 11 per cent higher than 2016. The results follow continuous and significant investment by Stagecoach in new low emissions buses, smart ticketing, contactless payments and live bus tracking.

Stagecoach Manchester also improved by a significant percentage in categories including friendliness of drivers, up eight per cent on the previous year, with helpfulness and attitude of drivers up to 77 per cent, improving by 12 per cent on the 2016 result.

In four of the main categories, Stagecoach Manchester scored higher than bus operators in Greater Manchester as a whole.

Speaking about the results, Stagecoach Manchester managing director Elisabeth Tasker said: “Improving on our service each year is our main focus and we can clearly see how this year’s results reflect our dedication to achieve this. This year’s results demonstrate an uplift in satisfaction in all categories, for example cleanliness and conditions inside the bus, which improved by 10% on last year. These results are a real endorsement of the hard work of Stagecoach Manchester employees.

“There is always room for improvement, but in order for bus operators to flourish we need tougher action from local authorities to address known congestion issues.  Manchester is one of the most congested cities in the UK, leading to poor local air quality, slower journey times and rising costs of public transport..”


Read the full report here.