The latest survey of bus passengers in Dundee shows that 91% are happy with the service they receive, a score which is higher than the Scottish average.
The research has been carried out nationwide during 2016 by independent group Transport Focus and shows that nine out of ten of Xplore Dundee’s passengers are very or fairly satisfied with their journeys. The operator’s overall score is 1% higher than the 90% awarded in the last survey, carried out in 2014, and shows that passengers in Dundee are among the happiest in Scotland. The overall journey satisfaction for bus in Scotland in 2016 is 90%.
The results reflect customers’ opinions on various aspects of bus travel, including waiting time, punctuality, bus stops, travel information and journey times. The bus operator has maintained or improved scores in some areas, including driving safety, accessibility and driver helpfulness.
However, the results show that passengers are less satisfied with journey times, and noted that congestion and roadworks are having an impact on their travel. Throughout 2016, Xplore Dundee’s network was affected by 59 roadworks and diversions, resulting in every service being diverted at least six times.
Some of Xplore Dundee’s key satisfaction scores include:
| 2016 score
| 2014 score
|
Driving safety | 91% | 91% |
Ease of getting on/off bus | 92% | 92% |
Journey time
| 87% | 92% |
Punctuality | 83% | 86% |
Driver’s helpfulness/attitude |
77% |
76% |
Overall Satisfaction |
91% |
90% |
Managing Director of National Express Dundee Elsie Turbyne said:
“I’m encouraged by the results which have emerged from the latest Transport Focus survey. I’m glad to see that even more of our passengers are happy with the service they’re receiving and consider their journeys to be safe and accessible.
“There are areas we need to work on, and we will take a close look at how we can make improvements, taking into account what these passengers have told us.
“Journey times and punctuality will always be affected by external factors, such as roadworks and congestion but we will continue to work with our local authority partners to ensure we keep Dundee moving as safely and efficiently as possible.
“We are working hard throughout this year to retain our high standards of service and to achieve more in those areas where customers are telling us they’d like to see improvements.”
Xplore Dundee
As Dundee's principal public transport provider, we fulfill around 35,000 passenger journeys every day. Our service is part of the fabric of the city - carrying people where they need to be, and employing more than 300 people.
