Citizens Advice Scotland recently published the findings of a bus users survey in the Your Bus, Your Say report. Over 4,600 people responded witht he highest number of responses being from Glasgow. The three most important issues to people were service frequency, punctuality and value for money.

CAS has explored the experience of bus passengers over the past few years. In 2016, they undertook a bus users’ survey which looked at transport issues in rural areas, and led to the Round the Bend report

Following this, they wanted to explore what bus passengers want which led them to undertake a public survey, asking consumers what aspects of their bus services they are satisfied with and what they are unsatisfied with. CAS also asked what issues were most important to consumers in relation to buses.  This report analyses this ‘Your Bus, Your Say’ survey which was completed in 2017.

Some of the headline results are shown below and the report can be downloaded from the CAS website.

Responses

  • 4,677 survey responses in total
  • Received the highest number of responses from Glasgow City
  • Over a quarter of respondents travelled by bus at least 5 times or more per week

Satisfaction

  • 68% of respondents were generally satisfied with the cleanliness/condition of their local bus
  • 76% of respondents were generally satisfied with feeling safe on their local bus service
  • 71% of respondents were generally satisfied with driver behaviour on their local bus service

Dissatisfaction

  • 64% of respondents were generally dissatisfied with the service frequency of their local bus
  • 72% of respondents were generally dissatisfied with providing feedback to their local bus service
  • 67% of respondents were generally dissatisfied with getting help from their local bus service

Top three most important issues to bus users

  • Service frequency – 72%
  • Punctuality – 59%
  • Value for money -39%

Travel

  • 16% of respondents could not reach their GP surgery or hospital by bus
  • 13% of respondents could not reach their workplace by bus
  • Only 5% of respondents never travel by bus
  • Whereas 46% travelled 3 or more times per week