Go-ahead tops bus passenger survey for overall customer satisfaction

The Go-Ahead Group has today received a score of 90% for overall customer satisfaction—the highest of the UKs five largest operators—in the autumn 2014 Bus Passenger Survey (BPS). This is the first time that all Go-Ahead companies have been included in the national survey.

Recognised as a robust measure of bus passenger satisfaction, the BPS is undertaken by independent passenger watchdog, Passenger Focus. The survey provides a great insight for operators, transport authorities and governments into how passengers really view their services.

As well as topping overall satisfaction, the Group received strong results for punctuality at 78% and scored 86% for journey time. Notable scores for Go-Ahead operating companies include: Oxford Park and Ride, who received 96% overall customer satisfaction, and Wilts and Dorset, 94%.

Go-Ahead Group chief executive, David Brown said:

“I am encouraged that we received an overall satisfaction rating of 90% from our customers. We are dedicated to providing high levels of customer service across all of our operations and this result is a reflection of the hard work of our staff. Of course, there is always room for improvement, so we remain committed to improving our services for our customers.”

Over the last five years, Go-Ahead has invested over £170 million in its regional bus division to deliver sustainable, customer-focused services. Today’s strong overall customer satisfaction results are testament to this approach.

The bus passenger survey provides a comprehensive picture of customers’ satisfaction with all aspects of UK bus services. Further details of the survey can be found at www.passengerfocus.org.uk


For further information, please contact:

The Go-Ahead Group
Sarah Boundy, Group Corporate Communications Director
07808 568 667


Go-Ahead is a leading UK public transport operator, providing high quality services in the bus and rail sectors. Employing around 26,000 people acorss the country, over one billion passenger journeys are undertaken on our services each year. We are committed to operating our companies in a safe, socially and environmentally responsible way and are proud to have been accredited with triple Carbon Trust Standard for reductions in carbon, water and waste. In addition to the travelling public, or customers include the Department for Transport, Transport for London (TfL) and local authorities.