91% of passengers satisfied with Dundee buses

The latest survey of bus passengers in Dundee shows that 91% are happy with the service they receive, a score which is higher than the Scottish average.

The research has been carried out nationwide during 2016 by independent group Transport Focus and shows that nine out of ten of Xplore Dundee’s passengers are very or fairly satisfied with their journeys. The operator’s overall score is 1% higher than the 90% awarded in the last survey, carried out in 2014, and shows that passengers in Dundee are among the happiest in Scotland. The overall journey satisfaction for bus in Scotland in 2016 is 90%.

The results reflect customers’ opinions on various aspects of bus travel, including waiting time, punctuality, bus stops, travel information and journey times. The bus operator has maintained or improved scores in some areas, including driving safety, accessibility and driver helpfulness. 

However, the results show that passengers are less satisfied with journey times, and noted that congestion and roadworks are having an impact on their travel. Throughout 2016, Xplore Dundee’s network was affected by 59 roadworks and diversions, resulting in every service being diverted at least six times. 

Some of Xplore Dundee’s key satisfaction scores include: 

2016 score2014 score
Driving safety91%91%
Ease of getting on/off bus92%92%
Journey time82%92%
Drivers helpfulness / attitude77%76%
Overall satisfaction91%90%

“I’m encouraged by the results which have emerged from the latest Transport Focus survey. I’m glad to see that even more of our passengers are happy with the service they’re receiving and consider their journeys to be safe and accessible. Xplore Dundee Managing Director Elsie Turbyne said: 

“There are areas we need to work on, and we will take a close look at how we can make improvements, taking into account what these passengers have told us. 

“Journey times and punctuality will always be affected by external factors, such as roadworks and congestion but we will continue to work with our local authority partners to ensure we keep Dundee moving as safely and efficiently as possible.

“We are working hard throughout this year to retain our high standards of service and to achieve more in those areas where customers are telling us they’d like to see improvements.” 

Published 22nd March 2017