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Customers vote Stagecoach best value major bus operator in Britain

13 Mar 2015

  • Tyne & Wear and Merseyside hailed as top PTE areas for customer satisfaction
  • 9 out of 10 customers in Tyne and Wear said they were satisfied with services overall
  • 75 per cent of passengers in Tyne & Wear were satisfied with the punctuality of the bus
  • Best national bus operator in Britain for value for money
  • Stagecoach one of best rated bus companies in the country by people with disabilities
  • Independent survey by Passenger Focus of 47,000 passengers 

Bus passengers have voted Stagecoach as the best value major bus operator in Britain, according to new independent research. 

Consumer watchdog Passenger Focus found that customers across the UK rated Stagecoach higher than any other national bus operator on value for money in its latest UK Bus Passenger Satisfaction Survey. 

The research found that Tyne and Wear and Merseyside have the most satisfied customers of the metropolitan areas in England as 90 percent of customers said they were satisfied with services overall. 

Stagecoach was also found to have one of the highest overall levels of satisfaction of any major bus operator in England. Only 4 percent of Stagecoach customers surveyed in England said they were dissatisfied overall. 

The company was also one of the best rated bus companies in the country by people with disabilities. 

Passenger Focus surveyed around 47,000 passengers across 38 areas in England, outside of London and four areas in Scotland. It found that the average satisfaction with all operators in England remained at 88 percent. Satisfaction among operators in England increased for value for money (63 percent v 61 percent).

In Tyne and Wear, the results showed that: 

  • 9 out of 10 customers in Tyne and Wear said they were satisfied with services overall. 
  • 90 percent of customers in Tyne & Wear said they were satisfied with the journey time.
  • Customers in Tyne & Wear acknowledged the top two factors affecting their journey times were congestion and roadworks.
  • 67 percent of customers said they were satisfied with the value for money offered by Stagecoach in Tyne & Wear and Stagecoach also has the highest score of any national operator in England, significantly above the bus industry average of 63 percent.
  • Passenger satisfaction among people with disabilities in Tyne & Wear was 90 percent - one of the highest in the country.

Phil Medlicott, Managing Director of Stagecoach North East, said: “This is yet more independent evidence from the customers who use buses that Stagecoach offers the best value bus travel in Britain and we have amongst the most satisfied passengers in the country. 

“Our focus on low fares, reinvesting our profits in better quality journeys, and promoting customer service is getting more people back on board the bus. It reflects the hard work and dedication every day of our people on the frontline and behind the scenes. However, we know we need to work even harder to further improve the travel experience for our customers and we are doing that. 

“We are again leading the way on what matters most to bus passengers – value for money, punctuality and journey times. We are also particularly pleased at the high ratings we have received from people with disabilities as we invest in more accessible buses and dedicated disability training for our team. 

“It is also telling that 9 out of 10 customers in Tyne and Wear are satisfied with the way their buses are run – the top rating of metropolitan areas in the country. It sends a very clear message as the future of bus services in the region is being debated. 

“But we want to do more to further improve the travel experience for our customers everywhere and the support of local councils is vital. We want to work together to raise the bar further, help get more motorists on the bus and ensure that buses play a key role in delivering connectivity, prosperity and economic growth.” 

Stagecoach has three times been independently assessed as offering the lowest fares of any major bus operator in the UK. The research was carried out by independent transport consultants TAS in 2009, 2011 and 2013. The 2013 study found weekly bus travel with Stagecoach was on average 12 percent lower than the next cheapest operator, and 50 percent less than bus fares charged in London by Transport for London. 

Stagecoach earlier this week announced that it is to invest more than £80million in around 470 new, greener buses and coaches for its services in the UK and mainland Europe. The Group has placed £630m of orders for new buses and coaches for its regional bus operations in the UK in the last eight years. 

The company was the first major operator to have smartcard technology on all of its buses, making it easier for people to travel and make integrated journeys using both bus and rail services. Along with the country's other major bus operators, Stagecoach is also making a multi-million pound investment in smart multi-operator ticketing across all of the main city regions in the UK. Work on the ground-breaking project is underway and is due to be completed during 2015. 

Stagecoach is also leading the way in making bus travel greener. It has cut the carbon intensity of its UK bus operations by around 30percent since 2007-08 and this year launched a new five-year sustainability strategy with a plan to cut carbon emissions, reduce water consumption and improve recycling at its transport operations in the UK, mainland Europe and North America. 

Full details of the Passenger Focus Bus Passenger Satisfaction Survey can be found here

For further information about Stagecoach North East please visit our About us page.