National Express bus passengers happy with their journeys

A national survey has shown that 85% of National Express West Midlands bus passengers are happy with their journeys. 

Transport FocuBus passengers at Moor Street, Birminghams data out last week (16 March) shows that 77% of National Express passengers in the West Midlands are content with how long they had to wait for a bus; 80% were happy with how long the journey took; and three quarters (75%) were satisfied with the punctuality of their bus.

Passengers said they were happy with the drivers’ appearance (86%) and how helpful they found them - a score which has gone up by 12 percentage points since 2012.

Peter Coates, Managing Director of National Express West Midlands, said:

“I’m delighted that our scores for driver satisfaction keep climbing. It shows that investing in the professionalism of our drivers, our excellent training programme and our rigorous performance monitoring are bringing results for passengers. This survey shows our customers are happy with how our drivers treat them, they know that drivers care about them and their journeys, and they like how safely and smoothly our buses are driven.

“I’m also pleased that the hard work done by our teams of engineers is appreciated - satisfaction scores about the cleanliness and comfort on board our buses are improving every year and this year they’re in the 70s and 80s.”

The statistics showed that more passengers are feeling safer year on year. 79% of people said they feel secure on National Express buses in the West Midlands. This figure has climbed 10 percentage points since 2012. And the latest performance data from the West Midlands Police and Crime Commissioner shows a 4% drop in crime on buses since last year. 

Inspector Lee Gordon of the Safer Travel Partnership said: 

“We do lots of work on public transport around the West Midlands engaging with passengers and staff, responding robustly to any identified issues and solving problems resulting in further reductions in crime and ASB across the network. 

“It is extremely positive and encouraging to see our work is making passengers feel safer. I would encourage passengers on buses to continue to communicate with us via the See Something Say Something text service, for which a new user friendly app is being developed.”

Interestingly, 78% of people questioned said that the time they spent on the bus had been worthwhile. Last year, National Express invested £34 million launching its Platinum service - 58 buses with free WiFi, extra leg room and high-backed comfy seats, meaning passengers can work or play games online in comfort while they travel.

The elegant two-tone grey Platinum buses have proved so popular that the operator now plans to buy 65 more in 2016 to serve every district of the Black Country. National Express is expecting the first new buses to be on the road in the summer.

Before that, National Express is running its popular “grandkids for a quid” offer for Easter. From Friday 25 March until Sunday 10 April, concessionary pass holders can buy a £1 child daysaver for each under-16 travelling with them.

Published 21st March 2016