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The latest issue of the Bus Quality Indicators Bulletin

Passenger Satisfaction: Latest quarter - January-March 2003

The main findings from the latest period of the bus passenger

satisfaction survey, January-March 2003, were:

- The average satisfaction score given by passengers for the bus

journey just completed was 80 out of 100 in England and 82 in

metropolitan areas and shire areas outside London.

- In London the average score was 77 out of 100, unchanged compared

with one year ago. For England as a whole, the average satisfaction

score was also unchanged compared with January-March 2002.

- The highest satisfaction rating in London was for information

provided on the bus with an average rating of 85 out of 100. In

metropolitan and shire areas passengers were most satisfied with on

bus safety and driver behaviour.

- Satisfaction with information at the bus stop averaged 62 for

England compared with 72 in London. The England figure was a two

point improvement on a year ago.

- Satisfaction with bus service reliability averaged 66 out of 100 in

London, a one point improvement compared with a year ago. In

metropolitan areas the average rating was 60 in January-March, two

points lower compared with a year ago and for shire areas the

average score was 63, a two point increase over the same period.

The average rating for England as a whole was 63 - unchanged on a

year earlier.

Survey Results 2000/01 to 2002/03

The bus passenger satisfaction survey has now been running for three

full years since it was introduced in April-June 2000. Annual results show that:

- The average satisfaction score for overall service in 2002/03 was

80 out of 100 in England and 82 in metrop olitan and shire areas

outside London.

- In London, where the survey takes place continuously and the bus

passengers tend to be younger and have higher expectations, the

average satisfaction score in 2002/03 was 76, two points higher

compared with 2000/01.

- In England, the average satisfaction rating was higher in 2002/03

compared with 2000/01 for eighteen out of the nineteen aspects of

service (one remaining the same).

- Satisfaction with information provided at the bus stop averaged 62

in England in 2002/03, two points higher compared with 2000/01.

Fleet Age

Based on a new survey of Confederation of Passenger Transport (CPT)

members, the average age of the bus fleet used mainly for local

services (some 34,500 vehicles) was 7.5 years at 1 July 2002. Figures

from the Driving and Vehicle Licensing Agency covering the

whole bus and coach fleet (nearly 94,000 vehicles), give an average

age of 8.2 years at the end of March 2003.


The bus service reliability survey (lost service mileage) found that

98.6 per cent of scheduled local bus mileage in England was

completed, slightly less than one year ago. Mileage completed in

London fell from 97.2 per cent in January to March 2002 to 96.8 per

cent in the latest quarter. Outside London, 99.0 per cent of

scheduled mileage was completed, the same as in January- March 2002.


1. In November 1999, the government announced new national targets

agreed with the bus industry for reliability and investment and the

introduction of a regular bus passenger satisfaction survey.

2. Following a review, a revised set of targets has been agreed with

the Confederation of Passenger Transport.

- Reliability: the existing reliability indicator for services in

England of mileage lost for reasons within the operat or's control

will be retained. This will entail CPT members achieving a target

that requires them to run 99.5% of scheduled route mileage, except

where this is affected by factors beyond their control.

- Fleet age: the CPT has committed its members in Great Britain to a

target which aims to achieve and maintain an average fleet age of 8

years or less for their vehicles which are mainly used for local

bus services

- Accessibility: a new indicator will be introduced to track the

proportion of full size bus fleet that is fully accessible, the aim

being to ensure that 50% of vehicles are fully accessible by 2010.

- Passenger information: a new target, under which operators in

England will seek to achieve year-on-year improvement in

information at bus stops, based on DfT national passenger

satisfaction survey ratings during the 10-Year Plan period.

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