First Bus passenger satisfaction increases

The annual Bus Passenger Survey, published by independent watchdog Passenger Focus, has revealed 86% of First Bus passengers are ‘very’ or ‘fairly satisfied’.

First Bus, operated by FirstGroup, is one of the largest operators in the UK running approximately one in five of all local bus services. The result equals the company’s record, following a 5% rise in 2013.

The survey displays an increase in value for money score, increasing 17% over two years to 65%, which is 2% above the national average.

Managing Director of FirstGroup’s Bus Division, Giles Fearnley said:

“I’m really pleased with our passenger satisfaction score – overall it’s another strong performance from First Bus.

“We continue to see increasing numbers of customers using our services.  Passenger satisfaction and increasing volumes clearly demonstrate that our transformation plan is on track.  We’re working hard to improve service performance across the UK; we are fostering better and stronger partnerships with local authorities and other stakeholders; we’re investing in new vehicles (£310m invested in 2,000 new vehicles over four years, with another significant order for 2015/16 shortly to be announced); and our customers are beginning to welcome and recognise the benefits of our mobile ticketing options.”

He continued: “I’m especially pleased that we’ve recorded such a good overall value for money score, which has been key to our strategy.  We’ve recorded some fantastic results – indeed First in Suffolk scored 75% satisfaction for value for money, the joint best in England, while First In Greater Manchester scored 73%, which is 10% above the English average and an increase of 33% over two years.

“While these results are encouraging, we are far from complacent. Our customers remain at the heart of what we do and I am determined to encourage more people to travel on our services. I’m confident our passenger satisfaction score will rise as we deliver further improvements to service performance, investment in our bus fleet and deliver smart and mobile ticketing options.”  

Other results from the passenger survey revealed First Bus has seen a score increase in 19 of the 35 variables measured, while ten have remained constant. The company also recorded increases in nine of the 12 criteria used to measure performance ‘on the bus’ including cleanliness, boarding times, comfort, information on board.