Go-Ahead tops national bus passenger survey for second consecutive year

The Go-Ahead Group has today received a score of 89% for overall customer satisfaction — joint highest of the UK’s five largest operators — in the autumn 2015 Bus Passenger Survey (BPS).

Recognised as a robust measure of bus passenger satisfaction, the BPS is undertaken by independent passenger watchdog, Transport Focus.

The survey provides a great insight for operators, transport authorities and government into how passengers really view bus services.

As well as achieving joint-first place in the overall satisfaction, the Group received strong results for punctuality at 77% as well as on-bus journey time at 85%. Notable scores for Go-Ahead operating companies include: Konectbus, who received 96% overall customer satisfaction and Oxford Park & Ride, 92%.

Managing director of bus development, Martin Dean said: “Our strong customer satisfaction levels are a reflection of the commitment and hard work of employees at our bus companies. To have been voted top of survey again, shows that our dedication to providing consistently high levels of customer service is working. Of course, there is always room to improve our services, so we remain committed to improving our customer experience.”

The Go-Ahead Group continues to invest in its regional bus division based on direct customer feedback. 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 can be found at www.transportfocus.org.uk


For further information, 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 across 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, our customers include the Department for Transport, Transport for London (TfL) and local authorities.


Go-Ahead is one of the UK’s largest bus operators. With a fleet of around 4,800 buses, we carry around two million passengers every day. Our operations are focused on high density commuter markets. We have a strong presence in London, with around 24 per cent market share, where we provide regulated services for TfL. We operate deregulated services in Oxford, East Anglia, the South East, Southern and North East England.


The rail operation, Govia, is 65 per cent owned by Go-Ahead and 35 per cent by Keolis. It is the largest rail operation in the UK, responsible for around 35 per cent of all UK passenger rail journeys through its rail franchises: GTR (Govia Thameslink Railway), Southeastern and London Midland