Passenger Scores

Nottingham City Transport scores highest operator customer satisfaction score in the UK with improved satisfaction results

Nottingham City Transport has scored the highest bus operator satisfaction score in the UK in a recent survey of customer satisfaction, achieving an impressive 97% in a study carried out by nationwide independent passenger watchdog, Transport Focus.

Results from the Transport Focus survey released today reveal that NCT and Nottinghamshire bus satisfaction as a whole have ranked highest in the UK based on their results. Meanwhile in NCT’s own annual passenger survey, passenger satisfaction scored 93% overall – a rise of 3% on the previous year.

Transport Focus carry out surveys across many UK bus operators and NCT scored increased customer satisfaction scores in several areas:

  • A 2% rise in bus driver greetings and welcome to score 85%
  • 84% satisfaction with the helpfulness and attitude of drivers
  • Smoothness of the ride was up 6% to 85%
  • Safe driving was up 3% to 91%
  • 93% score for interior cleanliness  – an improvement on 4% on the previous year
  • 74% of passengers felt they received value for money – a rise of 2% on the previous year as the company continues its popular fare freeze.

There was an 85% satisfaction rate with the punctuality of the network and a 93% satisfaction with bus stop facilities, which are provided in partnership with the local authorities.

Customers were asked about of their awareness of information on buses and NCT scored very highly across all operators with scores increased on previous awareness:

  • Route maps on buses up from 55% to 68%
  • Audio announcements up from 56% to 62%
  • Next stop bus stop displays up from 77% to 80%
  • Timetables on buses up from 20% to 40%

Results from NCT’s own customer satisfaction survey have also made for excellent reading as customers continue to offer high praise for the operator. 89% of surveyed customers in the 2015 survey say that they feel the service is either the same or better when compared to previous years.

The network wide Wi-Fi has attracted plenty of positive feedback, with an 89% satisfaction with its ease of use, 78% for the availability and speed of data and 70% for data allowance provided.

NCT Managing Director, Mark Fowles, is delighted with the results, commenting; “We continually aim to provide the best public transport service in Nottingham and are delighted that not only do we achieve that, but we also scored the highest operator score in the country”.

He continued, “After a long period of major infrastructure works in the City, it’s reassuring to see we are scoring increased customer satisfaction scores. Our drivers have done a tremendous job dealing with congestion throughout those works and these scores reflect their increased rating with general helpfulness and attitude but also helping customers in difficult conditions”.

The full Transport Focus report can be downloaded here.

Here’s a breakdown of the key service features asked by NCT in the annual customer survey, with results across the past 3 years:

Service Feature 2013 2014 2015
Turning up on time 77% 82% 84%
Running frequently 83% 88% 89%
Friendliness of the driver 80% 87% 87%
Able to get a seat 79% 87% 87%
Value for money 80% 75% 84%
Safety of driving 93% 92%
Informed about changes 70% 74%
Personal safety on the bus 85% 91% 92%
Being kept clean from litter 84% 83%
Space for wheelchairs and buggies 80% 86% 83%
Condition of the bus stops 76% 85% 87%