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Passenger satisfaction rates make case for bus regulation

Patrick Harvie has commented on the gap in passenger satisfaction rates between Edinburgh’s Lothian Buses and First in Glasgow, saying it demonstrates the need for re-regulation of local bus services.

Passenger Focus surveys, carried out at the operators’ request and published today, show that satisfaction levels are higher for Edinburgh’s publicly owned service against almost all measures.

Among the measures in which Lothian scored higher satisfaction rates were:

• Overall journey satisfaction (Lothian 96%, First 91%)
• Value for Money (79% against 71%)
• Punctuality (91% against 84%)

Lothian also scored higher across a range of other measures, including the cleanliness and condition of their buses and personal security.

Patrick Harvie MSP said:

“It’s to be welcomed that passenger satisfaction was high across the board. But there’s a significant gap in satisfaction and value for money between the main providers in Glasgow and Edinburgh. If we want to encourage more people to make the shift to public transport, we have to be offering an outstanding level of service.

“If the market can’t deliver the same level of service as public ownership, then the Scottish Government should be looking at ways to bring it up to speed. I will continue to support calls for Scotland’s local bus services to be re-regulated.”

A full breakdown can be found on the Passenger Focus website (see pages 102-104).