Bus passenger survey results

The Go-Ahead Group continues to receive excellent scores in the Bus Passenger Survey, with more than nine in ten customers endorsing our regional bus services.

The Bus Passenger Survey, conducted by independent watchdog Transport Focus, covers almost 50,000 passengers in England and their satisfaction with local bus services (discounting London). 91% of passengers this year said they were ‘very’ or ‘fairly’ satisfied with Go-Ahead’s buses.

Bus-Happycustomers1The 2020 survey covers passenger perceptions between September and December 2019. It covers a range of aspects including bus cleanliness,  comfort and safety, average waiting times and the bus driver. The survey accounts for overall satisfaction with the bus journey and the passengers' rating of value for money. 

Reflecting our Group-wide commitment to promote buses to combat social isolation, we received improved scores this year in the categories 'Bus driver greeting/welcome' and 'availability of seating' - both seeing a satisfaction score of 83%.

Every year, we perform particularly strongly on the information we provide on board our buses, which includes digital next stop display and audio announcements. 

More than two million passengers use Go-Ahead buses every day. Our network spans from the North East of England to Plymouth and the South Coast. We aim to deliver the best quality service around the country and be at the heart of local communities.