Stagecoach leads the way with a jump in customer satisfaction

Stagecoach has been named as a big winner for its customer experience in the latest UK Customer Satisfaction Index (UKCSI), after being revealed as the top-performing major bus operator for customer satisfaction.

The report, published by the Institute of Customer Service, shows a significant shift in how passengers view bus travel. While the transport sector has historically faced challenges, Stagecoach has demonstrated resilience, recording a 2.3-point rise in its Customer Satisfaction Index to 72.4.

Stagecoach has also been named as a double finalist for the UK Customer Satisfaction Awards 2026.

The report highlights that Stagecoach is among the UK organisations that improved their satisfaction scores by more than 2 points this year, continuing from improvements seen in 2025. The biggest gains were seen in how the company supports customers when things don't go to plan, with significant improvements in servicing customers’ issues. The results reflect a wider trend of the bus industry modernising to meet rising customer expectations.

Matt Kitchin, Managing Director of Stagecoach Yorkshire, said: “Modern, reliable bus services are the backbone of a connected society. They provide the freedom to access work, education, and healthcare while reducing congestion and carbon emissions. These results highlight our commitment to making the bus a first-choice mode of transport by focusing on what matters most to our customers.”

Meanwhile, Debra Goodwin, Chief Customer Officer at Stagecoach, said: “These results are about much more than numbers on a page; they are about the millions of people who rely on us every day. We’ve listened to our passengers and worked hard to improve every touchpoint - from the ease of our digital apps to the way we handle feedback. A thriving society needs a bus network that people can trust and feel cared for by. While we are proud to be leading the sector, our focus remains on our ‘We’ve got you’ promise: ensuring that every journey is reliable, punctual, and easy.”

Jo Causon, Chief Executive of The Institute of Customer Service, added: “It is hugely encouraging to see such a significant improvement in customer satisfaction for one of the UK’s largest bus and coach operators. There is a strong correlation between serving customers well and better long-term business performance. Hopefully, this upward momentum can be sustained for the benefit of customers, and the local communities Stagecoach serves.”