West Midlands passenger satisfaction survey scores 87%

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A survey by respected independent body Transport Focus (formerly Passenger Focus) has shown that 87% of bus passengers in the West Midlands are happy with their service.

More than 1,550 people across the metropolitan area between March and May this year claimed that of the 48 key indicators rated for satisfaction by West Midlands passengers, a total of 36 scored higher than in the previous survey of autumn 2014, with a further seven, including the overall 87% satisfaction rate, remaining the same.

Key findings include an 81% satisfaction rating for punctuality (up 5%), a 90% score for ease of getting on and off the bus (up 1%) and 86% satisfaction with the on-bus journey time (up 1%). The survey also showed encouraging findings in terms of concern amongst passengers about anti-social behaviour such as rowdiness, feet on seats, loud music and drinking. The level of concern in all nine categories of anti-social behaviour had fallen when compared to the previous survey.

The partnership between Centro and bus operators National Express West Midlands (NXWM) and Arriva Midlands, has seen a range of passenger benefits introduced by all parties, including new buses and improved information and ticketing.

The partnership with NXWM alone has seen more than £80m of improvements introduced over the last three years, including a £30m fleet of new buses.

David Sidebottom, Passenger Director of Transport Focus, said: “Centro and bus operators can be proud of these results, particularly the increase in passenger satisfaction with punctuality.

“Of course, areas for improvement have been identified which need to be taken seriously and addressed. However, these findings should be a boost for Centro, operators and passengers.”

The full survey can be found at https://bit.ly/1NwnuH2