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More passengers get a satisfying bus ride

26 Mar 2018

  • Independent research by consumer watchdog shows strong increase in Stagecoach passenger satisfaction
  • 91% satisfaction among Stagecoach customers in Kent and East Sussex
  • Stagecoach rated best value for money bus operator for fifth year in a row
  • Bus operator says there is still work to be done to deliver even better bus services


Satisfaction with Stagecoach bus services in Kent and East Sussex has risen to 91%, according to independent research by consumer watchdog Transport Focus.


While more than 9 in 10 customers in Kent and East Sussex gave the thumbs up to the company’s services, the watchdog also recorded high levels of satisfaction with punctuality and waiting times.


The bus operator achieved a 77% satisfaction rating with the punctuality of its buses and 78% with the length of time waited. 84% of passengers were satisfied with on-bus journey times.


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


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


Stagecoach Operations Director for the south east, Joanne Howe, said: “These results from an independent survey are a fantastic endorsement of the hard work of our employees in delivering better bus services, better customer service and exceptional value for money.


“We know there’s still more work for us to do, but we desperately need tougher action from local authorities to address the impact of car congestion and free up road space for buses. Congestion is damaging our air quality, slowing bus journey speeds, holding back our economy, and pushing up the cost of transport for local people.”


The detailed results showed:


  • 91% of Stagecoach customers in the south east reported being satisfied with their bus service, compared to 80% the previous year. This is one point ahead of Stagecoach’s UK satisfaction average and three points ahead of average satisfaction with all bus operators across England.
  • Overall, Stagecoach passengers in the south east are more satisfied with punctuality than during the previous year, up from 61% to 77%.
  • Satisfaction with on-bus journey time among Stagecoach customers in the south east increased from 80% to 84%
  • 93% of Stagecoach customers in the south east reported being satisfied with the safety of driving on their journeys


Stagecoach has made a series of improvements to help transform bus travel for its 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.


Contactless payments – along with Apple Pay and Google Pay – are now accepted all Stagecoach’s buses in the region.


The bus operator has invested more than £16 million in new buses for Kent and East Sussex in the last two years.