Bus satisfaction in England increases after ‘positive changes’

Passenger satisfaction with buses in England outside London increased last year after “positive changes”, according to a survey.

Watchdog Transport Focus said overall satisfaction in 2024 was 83%, up from 80% in 2023.

It said “significant” investment” as part of bus service improvement plans and a fares cap “appears to be having an impact”.

Both policies were introduced under the Conservative government.

Those in West Yorkshire were for the least satisfied (77%) for the second year in a row.

East Sussex and Warrington were two of the most improved areas, both up eight percentage points to 87% and 85% respectively.

Transport Focus surveyed 41,000 passengers across 39 areas in England outside London, covering issues such as the onboard experience, punctuality, value for money and journey times.

Louise Collins, director of Transport Focus, said: “The positive changes seen across bus services in England have boosted overall passenger satisfaction.

“The changes show how Government funding, hard work from local authorities and operators, and listening to what passengers want can improve journeys.

“The wide variation in scores at a local level in the survey shows that some passengers still aren’t getting the bus service they should.”

Local transport minister Simon Lightwood said the survey shows that “councils are putting bus service funding to good use”.

He went on: “Our Bus Services Bill will hand control back for local leaders to operate services, and it’s great to see areas like Nottingham where councils operate their own services, scoring higher than average satisfaction rates.

“Alongside nearly £1 billion to enhance service frequencies, improve bus stop infrastructure and boost the comfort and accessibility of services, we’re backing our buses like never before, and I’m excited to see how this will continue to grow customer satisfaction and make our bus services even more attractive.”

Graham Vidler, chief executive of Confederation of Passenger Transport, which represents bus and coach operators, said: “It’s fantastic to see bus passenger satisfaction on the rise – a testament to the excellent partnerships between bus operators and local authorities in many parts of the country and the dedication of everyone working in the industry.

“We want every passengers to be satisfied with their journey and with significant changes ahead for the bus industry, including the Bus Services (No.2) Bill and the impact of Government spending decisions, we urge policymakers to prioritise passengers, ensuring even greater satisfaction and better services in the year ahead.”

The Labour Government increased the cap on single bus fares in England from £2 to £3 on January 1.

Funding for bus services comes from many different pots of money, including some available for operators and others set aside for local authorities.