We are top three for satisfaction

We are delighted to announce that we have risen into the top three best bus companies for satisfaction in the country! We hae risen to a 92% satisfaction rate in the national "Your Bus Journey" survey.

Our operational area was third overall with the ourselves as a single operator coming in at 5th – just two percentage points behind the table leader. 

Your Bus Journey

The Your Bus Journey survey is an annual questionnaire that is compiled by the independent transport watchdog Transport Focus with many bus companies up and down the country taking part. It benchmarks the same factors of satisfaction in each survey so operators and local authorities can see where they do well and where they need to improve for their own area, but also in comparison to others. It asks customers to rate the journey they are taking, or the last one they completed, and asks a number of questions about how satisfied they were with the journey. 

Many of our metrics have improved not only year-on-year but have continually improved over the last few years, which is great to see. 

Our overall satisfaction improved to 92% from 89% last year and 86% the year before. This was also a full seven percentage points higher than the national average. 

It is a huge endorsement for us, our employees and our ethos of how we operate in the town. To see so many metrics improve is extremely heartening and helps confirm that what we are doing is the right thing by making buses a better choice for everyone.

One of the most pleasing aspects is that the satisfaction with the bus driver rose again, climbing to 92%. We know our drivers are superstars, and once again the results show that you, our lovely customers, think that too!

Punctuality rose to 89% from 83% last year and the length of time to wait for a bus improved to 86% from 83% the previous year. 

We also rated highly for on-board amenities, especially when compared to the national average. Audio announcements, which help visually impaired people as well as customers who aren’t sure where to get off, were rated at 72% - a huge jump of 12 percentage points year-on-year and 23 points higher than the national average. Likewise the on-board screens, which also show the next stop/this stop display as well as on-board adverts, were at 75%, eight percentage points higher than last year and 24 points higher than the average. 

Getting direct customer feedback is always important, and it is especially pleasing when you all notice the hard work that has gone into making buses in Reading, and the surrounding area, more welcoming, useful and usable. We hope that results like this encourage more people to step out of their cars and try the bus – tell your non-bus friends to give us a try, they will definitely be pleasantly surprised.