A comprehensive survey by the independent watchdog Transport Focus has revealed that bus passenger satisfaction in England has increased for the third consecutive year, reaching 85% in 2026. This marks a rise from 83% in 2024, indicating a positive trend in public transport perceptions. Passengers expressed the highest approval for bus drivers, with 87% giving top marks, while improvements were also noted in waiting times and bus stop facilities.
Regional Variations and Top Performers
The research highlights significant regional disparities across England. Greater Nottingham and Warwickshire emerged as the areas with the highest satisfaction levels, both scoring an impressive 93%. In contrast, Thurrock in Essex recorded the lowest score at 73%, underscoring the uneven quality of bus services nationwide.
Notable Improvements and Operator Rankings
Greater Manchester demonstrated the most substantial improvement, with satisfaction jumping from 79% to 86%, although it still ranks 26th out of 43 areas. This progress follows Mayor Andy Burnham's decision to bring buses back under public control in 2023, enabling management of routes and fares, including the introduction of a "hopper fare" system.
Other areas showing marked improvements include Lancashire and Blackburn, Northumberland, the Liverpool City region, Portsmouth, North East Lincolnshire, Hampshire, and West Yorkshire. Among operators, Nottingham City Transport led with a 94% satisfaction rate, followed by Stagecoach in Warwickshire at 93%. At the lower end, Arriva in Tees Valley scored 75%, with Arriva in West Yorkshire at 76%.
Value for Money Concerns
Despite overall satisfaction gains, the survey uncovered growing concerns about fare value. The value for money score plummeted from 73% to 63% over the past year, coinciding with the increase of the national single bus fare cap in England (outside London) from £2 to £3 in January 2025. The government has confirmed this £3 cap will remain until March 2027, though some regions like the North East benefit from a locally subsidised cap of £2.50.
Disparities for Disabled Passengers
The research also revealed a widening gap in satisfaction between disabled and non-disabled passengers. Disabled passengers, who account for approximately a quarter of bus journeys in England, reported 83% satisfaction compared to 87% for others. This disparity has increased over the past year, highlighting ongoing accessibility challenges.
Scotland's Higher Satisfaction Rates
In Scotland, bus passenger satisfaction is even higher, with the overall score rising from 86% to 91%. Notably, the value for money score remained stable at 75%, suggesting different fare structures or perceptions north of the border.
Expert Commentary and Future Outlook
Louise Collins, director at Transport Focus, commented: "It's great to see the basics getting better for passengers, with more reliable services and better bus stops. This year's rise in satisfaction shows what can be achieved when governments, local authorities, and operators work together and listen to passenger feedback."
She added: "But there's still work to do. Value for money has slipped, some areas are racing ahead while others lag behind, and disabled passengers continue to have a worse experience. We'll be using insights from our Your Bus Journey survey to push for improvements felt everywhere, by everyone."
Overall Satisfaction Rankings by Area
The survey provided a detailed breakdown of satisfaction scores across 43 areas in England:
- Warwickshire: 93%
- Greater Nottingham: 93%
- Reading buses: 92%
- Portsmouth: 92%
- North East Lincolnshire: 91%
- Derbyshire: 91%
- Nottinghamshire: 90%
- Cheshire East: 90%
- Hampshire: 90%
- Bournemouth Christchurch and Poole: 90%
- Worcestershire: 89%
- Cheshire West and Chester: 89%
- Lancashire and Blackburn with Darwen: 89%
- Liverpool City Region: 88%
- East Riding of Yorkshire: 88%
- Leicester City: 88%
- Norfolk: 88%
- Blackpool: 87%
- East Sussex: 87%
- City of York: 87%
- Derby City: 87%
- Suffolk: 87%
- North Yorkshire: 87%
- Surrey: 86%
- Plymouth: 86%
- Greater Manchester: 86%
- Oxfordshire: 86%
- Staffordshire: 86%
- West Sussex: 85%
- Stoke-on-Trent: 85%
- Tyne & Wear: 85%
- County Durham: 85%
- Northumberland: 85%
- Warrington: 84%
- Cornwall: 84%
- Cambridgeshire & Peterborough: 84%
- Luton: 82%
- West of England and North Somerset: 82%
- West Yorkshire: 81%
- South Yorkshire: 81%
- West Midlands: 81%
- Tees Valley: 79%
- Thurrock: 73%
With about 3.4 million people in England relying on buses, these findings underscore the critical role of public transport and the need for continued investment and policy adjustments to address fare concerns and ensure equitable service quality across all regions and passenger groups.
