· 86% of First Bus passengers ‘very’ or ‘fairly satisfied’ according to Passenger Focus’ Bus Passenger Survey
· Satisfaction score equals First record
· First also records 17% increase over two years for satisfaction for value for money
Managing Director of FirstGroup’s Bus Division, Giles Fearnley, has welcomed the results of the annual Bus Passenger Survey published by independent watchdog, Passenger Focus.
First Bus, one of the largest operators in the UK running approximately one in five of all local bus services, scored an 86% passenger satisfaction score. It equals the company’s record, following a 5% rise in 2013, and demonstrates that customers are satisfied with its services.
First also scored record value for money satisfaction, increasing 17% over two years to 65%, which is 2% above the national average.
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.
“I’m also delighted that First Scotland East and First York enjoyed overall satisfaction results of 92% - both outstanding achievements and the joint highest amongst First participating companies.
“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.”
First Bus Key Results
Passenger Satisfaction:
·86% of First Bus passengers said they were ‘very satisfied’ or ‘fairly satisfied’ with their overall journey
· First York has recorded a 6% increase in passenger satisfaction to 92% (the joint highest across all First’s operations). First York also polled the second highest satisfaction with on-bus journey time in England (91%).
· First Scotland East took part in the survey for the first time and recorded a passenger satisfaction score of 92%.
· First Essex recorded a 5% increase in passenger satisfaction to 86%.
Value for Money:
· Overall First has recorded a 17% increase in value for money over two years to 65% (2012: 48%; 2013: 58%; and 2014: 65%)
· First in Suffolk has recorded the joint highest score across England for satisfaction with value for money at 75%
·First in Greater Manchester has recorded a 33% increase for satisfaction with value for money to 73% over two years (2012: 40%; 2013: 71%; 2014: 73%).
Other Results:
· First has seen an increase in score in 19 of the 35 variables measured in the Bus Passenger Survey, while ten have remained constant.
· First recorded increases in nine of the 12 criteria used to measure performance ‘on the bus’ including cleanliness, boarding times, comfort, information on board. The other three criteria remained constant.
To download the full BPS report, visit: www.passengerfocus.org.uk
ENDS
For more information, please contact Niall Dowds, Head of Comms for First Bus, on 01224 650011 or 07860 936671 or email [email protected]
Notes to Editors
FirstGroup plc is the leading transport operator in the UK and North America with revenues of more than £6.7 billion. Our services help to create strong, vibrant and sustainable local economies. During the last year around 2.5 billion people relied on us to get to work, to education, to visit family and friends and much more and, each day, every one of our 117,000 employees works hard to deliver vitally important services for our passengers.
Our vision is to provide solutions for an increasingly congested world… keeping people moving and communities prospering.
First Bus
FirstGroup is one of Britain’s largest bus operators with around a fifth of bus services outside London. A fleet of some 6,400 buses carries approximately 1.6 million passengers a day in a huge number of communities including 40 of the UK's largest towns and cities. We operate some US-style yellow school buses and have a fleet of coaches available for charter. We also operate the Aircoach network in Ireland.
The Bus Passenger Survey
Passenger Focus, the independent watchdog, has spoken to more than 47,000 passengers this year to produce a picture of satisfaction with bus travel. The Bus Passenger Survey (BPS) measured passengers' satisfaction with their local bus service for a wide range of aspects including the bus stop, waiting for the bus, on the bus, the outside of the bus and the bus driver as well as their overall satisfaction with that bus journey and their rating of value for money. These results are from work carried out in autumn 2014, with responses from 38 areas in England (six former metropolitan counties, eight unitary authorities, nine two-tier authorities, and 15 bus company divisions) and four areas in Scotland. To download the full Bus Passenger Survey report, visit: www.passengerfocus.org.uk