West Midlands scores highly in passenger satisfaction survey

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An independent survey has shown that 87% of bus passengers in the West Midlands are happy with their service.

The Transport Focus bus passenger survey, which questioned 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 partnership between Centro and bus companies National Express West Midlands 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 National Express alone has seen more than £80 million of improvements introduced over the last three years, including a £30m fleet of new, low emission 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.”

Peter Coates, Managing Director of National Express West Midlands, said: “These are very positive results and reflect the hard work of our 5,500 members of staff.

“However I know that there is still more to do and lots that we can improve further. I see these results as proof we are on the right track not that we have reached our destination.”