Record numbers of customers
satisfied with Bus Services in the Liverpool City Region
BUS users have given the Liverpool City Region the best
result yet, with 90% for overall customer satisfaction included in results
released, on Wednesday, 22 March 2017, by Transport Focus, the independent transport
The national Bus Passenger Survey (BPS) results, announced at Merseytravel, Mann
Island, are a measure of passengers' satisfaction with their local bus service
for a representative sample of journeys and are a trusted source of information
and insight for bus operators.
Overall, these results show that Liverpool City Region is one of the highest
performing areas across all the areas surveyed by Transport Focus, offering
customers more value for money and has some of the best drivers in the UK.
For the City Region, overall customer satisfaction has increased year on year
from 89% to 90% compared with average satisfaction rates of 85% in other
metropolitan areas. Commuter satisfaction has increased from 85% to 86%, with
satisfaction among this group 6% higher than other areas.
Satisfaction with value for money has shown a sharp increase over time,
increasing from 62% in 2013 to 73% in 2016, compared with an increase from 63%
to 66% in other areas.
Customers are much more satisfied with their driver than in other areas with 91%
vs 87% satisfied with their appearance; 73% vs 67% satisfied with the greeting
they received; 76% vs. 70% satisfied by helpfulness and attitude and 79% vs 74%
satisfied with the time given to take a seat.
Satisfaction with punctuality has remained constant at 78%, 72% in other areas.
Taking action to improve customer satisfaction levels and increase bus patronage
is a priority for the Liverpool City Region Bus Alliance; a formal partnership
between Merseytravel, Arriva and Stagecoach; and members have welcomed these
As a result of the introduction of a range of customer-focused improvements,
including on board WiFi and USB charging points, the Bus Alliance is set to
reach its transformational target (2013 to 2014 baseline figure) to grow fare paying
patronage by 10% by 2017/18 following increases over the past 2 years of 9.7%.
Customers have benefitted from a number of fare reductions in the past 2 years
including the £2 MyTicket for young people, half fare for all under 19s, a flat
fare structure on the Wirral and a new One Day Solo product that gives bus users
the freedom to travel on any bus, anytime, anywhere in Merseyside.
Merseytravel Committee Chair Cllr Liam Robinson, said:- "We are delighted
to host Transport Focus' event and welcome the Bus Passenger Survey results
announced today. These are important results as they come directly from our
customers and therefore mean a lot more to us.
We have been determined to reverse the historic decline in bus patronage by
improving what's on offer and it's clear from these results that the
collaborative work of the Bus Alliance is having a major impact as we are seeing
an increase in both customer satisfaction levels and fare paying patronage.
Customers are benefitting from improved customer focused bus services and offers
including new buses, the £2 MyTicket, improved smart ticketing and on board
cleaning. However, there is still more we can do and we will continue to work
together to deliver an even better customer experience and get more people on
board the bus as we look forward to all the options of the new devolved powers
in the forthcoming Bus Services Bill."
Phil Stone, Regional Managing Director, Arriva said:- "We are delighted
with the Transport Focus results. Once again these are further proof that
working together as an Alliance is the best way to deliver a better service for
Rob Jones, Managing Director, Stagecoach said:- "We are focused on
delivering practical improvements for customers, we continue to invest in new
vehicles for local people and have introduced a series of digital tools to make
it even easier for customers to plan journeys, buy tickets and travel with us.
These include our new smartphone app and mobile ticketing, with contactless
payments to be introduced in the summer. It's pleasing to know that our efforts,
and those of our partners in the Bus Alliance, have helped deliver such high
levels of customer satisfaction and we will continue to work in partnership to
deliver even better bus services for local people."
David Sidebottom, Director of Transport Focus, said:- "We are delighted to
be presenting our latest Bus Passenger Survey (BPS) results with Merseytravel in
Liverpool. It is particularly timely as the Liverpool City Region is developing
the alliance with Merseytravel, Arriva and Stagecoach to further improve the
passenger experience. Their use of the BPS survey results will ensure that their
investment and focus make a difference for passengers."