Survey shows increase in bus service satisfaction in the borough
A bus passenger survey in England has shown an increase in satisfaction across Cheshire West and Chester.
On Monday 24 March, the second Enhanced Partnership Annual General Meeting took place, inviting local bus operators, the Department for Transport and stakeholders to discuss issues and opportunities relevant to the bus network.
An interim update on bus journey satisfaction was shared, highlighting that passengers in Cheshire West and Chester have said they are more satisfied with their journeys since last year.
Commissioned in January 2023, the Your Bus Journey passenger satisfaction survey from Transport Focus is one of the largest undertaken, including 39 local transport authority areas in England (outside of London), speaking to 41,000 passengers about their overall satisfaction with their journey. The final results have now been released by Transport Focus and confirm improvements have been made.
The borough’s final results are consistently above the national average (across participating Local Transport Authorities).
Leader of Cheshire West and Chester Council, and Cabinet Member for Strategic Transport, Councillor Louise Gittins said: “This is excellent news, as we continue to implement our Bus Service Improvement Plan. These results show that positive changes have been made.”
In 2024, overall bus journey satisfaction (% of fairly and very satisfied responses) across Cheshire West and Chester has risen to 87%, from 81% in 2023. This figure is 3% away from the Council’s Bus Service Improvement Plan target of 90% by 2026/27.
The target of 90% would capitalise on the borough’s higher than average performance, and take it to amongst the highest recorded levels of performance in the country according to Transport Focus’ most recent Your Bus Journey survey.
Cllr Gittins added: “Increasing further towards a 92% target in 2029/30 would recapture some of the higher levels of performance recorded prior to the pandemic and represent a return to previous high levels of quality and service.”
Bus journey satisfaction can be further broken down into satisfaction metrics. In 2024, satisfaction with the bus stop where passengers caught the bus was 83%, compared to 80% in 2023.
The length of time waiting for the bus 79%, compared to 69% in 2023. Punctuality of bus at the stop 82%, compared to 72% in 2023.
Bus driver 91%, compared to 88% in 2023 and the length of time the journey on bus took 86%, compared to 84% in 2023.
Overall value for money for bus journeys across the borough in 2024 was 77%, compared to 73% in 2023.
Matt Davies, Managing Director, Stagecoach MCSL commented: “Stagecoach works with the Council as part of the Enhanced Partnership and we are delighted that our customer satisfaction score has improved along with the overall score for the Cheshire West area. These improvements demonstrate a real commitment from all involved to make bus travel a more enjoyable experience for the people of the area.”
A spokesperson for Arriva said: "Arriva is delighted with the results of the Your Bus Journey survey for Cheshire West & Chester. These findings highlight the success of the Enhanced Partnership, which has brought together operators and the local authority to improve bus services across the region.
"We are particularly pleased to see improvements in punctuality—an area we have been committed to enhancing.
"With further service improvements set to roll out later this year, we remain dedicated to delivering a reliable, efficient and customer-focused bus network for our passengers."
For more information please visit:
