Teenage passenger on Go East Anglia Hedingham bus in Essex

Go-Ahead’s Buses Win Record Score For Passenger Satisfaction

Go-Ahead Group (LON: GOG) has been crowned England’s best bus operator, with more than nine in 10 customers endorsing the company’s services, according to independent figures from Transport Focus.

In the annual Bus Passenger Survey, which measures passenger perceptions outside London, Go-Ahead has been awarded the highest score an UK national bus operator has ever received.

In terms of overall journey satisfaction, 92% of passengers said they were very or fairly satisfied with Go-Ahead’s buses. Go-Ahead also topped the league table for punctuality (80% satisfied) and journey time (88% satisfied).

Katy Taylor, Go-Ahead Group’s Commercial and Customer Director said: “This is true praise from our customers who scored us highly on punctuality and journey time. Our goal is to offer reliable, good value bus services which serve the needs of communities.

“60% of public transport journeys are by bus and it’s a mode of transport that doesn’t always get the attention it deserves. For customers to give us a record score at a time when bus services generally are under threat from growing congestion in our cities, is a testament to the dedication of our staff.”

Go-Ahead’s network includes Brighton & Hove, Go North East, Plymouth Citybus, Oxford Bus Company, East Yorkshire Motor Services, Bluestar, Southern Vectis, Metrobus, Salisbury Reds, Morebus, Thamesdown, Headingham and Chambers and konectbus.

Go-Ahead launched a number of award-winning initiatives in 2019 including demand responsive service PickMeUp in Oxford and an air filtering bus in Southampton. Go Ahead also launched their ‘Chatty Bus’ campaign companywide in January in response to the government’s strategy on Loneliness.  East Yorkshire Motor Services was added to the Group portfolio in June with Go North West due to commence operating in May

More than two million passengers take Go-Ahead buses every day and Go South Coast won bus operator of the year at the UK bus awards in 2018.

The Bus Passenger Survey covers more than 40,000 passengers in England on their satisfaction with local bus services. It covers a wide range of aspects including the bus stop, waiting for the bus, on the bus, the outside of the bus and the bus driver as well as their overall satisfaction with that bus journey and their rating of value for money.