Go-Ahead’s Buses Win Record Score For Passenger Satisfaction
Go-Ahead Group (LON: GOG) has been crowned England’s best bus operator, with more than nine in 10 customers endorsing the company’s services, according to independent figures from Transport Focus.
In the annual Bus Passenger Survey, which measures passenger perceptions outside London, Go-Ahead has been awarded the joint-highest score an UK national bus operator has ever received – tied only with Go-Ahead’s previous best in 2011.
In terms of overall journey satisfaction, 91% of passengers said they were very or fairly satisfied with Go-Ahead’s buses. Go-Ahead also topped the league table for punctuality (77% satisfied) and journey time (86% satisfied).
The figures have been published at a time when the country’s bus network is under increasing scrutiny.
Last month, a BBC investigation found that the number of miles covered by buses in England has fallen to levels last seen in 1991, largely due to cuts in local authority funding.
Martin Dean, Go-Ahead Group’s Managing Director for Bus Development said: “This is a true accolade from our customers. Our goal is to offer reliable, good value bus services which serve the needs of communities.
“60% of public transport journeys are by bus and it’s a mode of transport that doesn’t always get the attention it deserves. For customers to give us a record score at a time when bus services generally are under threat from growing congestion in our cities, is a testament to the dedication of our staff.”
Go-Ahead recently announced a number of award-winning initiatives to improve customer experience, including the pilot of pay-as-you-go mobile ticketing app in Southampton, which was awarded the Transport prize at the 2018 Smart Cities UK awards.
Go-Ahead also launched its Helping Hand card across its UK network, which helps passengers communicate with accessibility needs, especially those with hidden disabilities, to bus drivers and aims to break down accessibility barriers in public transport. The pioneering initiative was awarded gold status at the UK Bus Awards 2016 for the Bus and Community category.
Go-Ahead’s network includes Brighton & Hove, Metrobus, konect, Headingham and Chambers, Go North East, Salisbury Reds, Morebus, Thamesdown, Bluestar, Southern Vectis, MetroBus, Oxford Bus Company and Plymouth Citybus. More than two million passengers take Go-Ahead buses every day and Go South Coast won bus operator of the year at the UK bus awards in 2017.
The Bus Passenger Survey covers more than 40,000 passengers in England on their satisfaction with local bus services. It covers a wide range of aspects including the bus stop, waiting for the bus, on the bus, the outside of the bus and the bus driver as well as their overall satisfaction with that bus journey and their rating of value for money.