Bus Passenger Survey

Passenger Focus has developed the Bus Passenger Survey to deliver a robust measure of bus passenger satisfaction – to provide detail at administrative area level and for bus operators within that area. 

Passengers rate their satisfaction with a wide range of aspects of their bus journey (the bus stop, waiting for the bus, on the bus, the outside of the bus, the bus driver) as well as their overall satisfaction with that bus journey and their rating of value for money.

Passenger Focus initially conducted a pilot of the survey in six areas and the first full wave of bus passenger satisfaction in a further 14 areas; these were published in July 2010. These reports and associated documents can be viewed through the links below:

Bus Passenger Survey - Full report - July 2010

Bus Passenger Survey - Methodological overview - July 2010

To view regional Bus Passenger Survey results, please see the 'Publications - Bus, Coach and Tram' section.

Passenger Focus intends to conduct the second wave of this survey later in 2010 to continue to build up an in depth view of bus passenger satisfaction.  We are using the survey results to work across a wide range of bus industry stakeholders to make a difference for bus passengers.

Bus Passenger Survey - Pilot

In March 2009, Passenger Focus undertook pilot research in six areas (Bristol, Dorset, Lincolnshire, Southampton, Tyne & Wear and the West Midlands). The aim of the pilot was to develop a consistent approach to measure bus passenger satisfaction and represent different geographical characteristics, bus operators and quality of services.

Click the appropriate link below to view the results for each of the six pilot areas: 

Bristol area pilot survey report

Dorset area pilot survey report

Lincolnshire area pilot survey report

Southampton area pilot survey report

Tyne and Wear area pilot survey report

West Midlands area pilot survey report