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Bus users in Blackpool are amongst the most satisfied in the country

5 months ago Mon 25th Mar 2019

Research published by independent watchdog Transport Focus has revealed that bus users in Blackpool are some of the most satisfied in England, with a 90% satisfaction score.

The research, published on 14th March 2019, surveyed more than 450 bus users across Blackpool and the Fylde Coast between September and November 2018. Blackpool Transport’s 90% customer satisfaction rating is a 3% increase on scores reported in 2017.

Customer satisfaction isn’t the only improvement reported by public transport users in Blackpool, with satisfaction scores for cleanliness on the bus (86%), comfort of seating (84%) and personal security (88%) all significantly improving on previous years.

The research also reports that users are more satisfied with the helpfulness of drivers, the smoothness of journeys and the safety of driving than ever before in Blackpool.

Improvements in satisfaction scores for the local bus company are likely the result of its continued investment in modern, environmentally friendly buses paired with the continued delivery of industry-leading disability and customer experience training to its 600+ staff.

Jane Cole, Managing Director at Blackpool Transport said “The latest results published by Transport Focus show that by listening to our customers, understanding what they want and simply delivering it really works. We have invested over £7m in buses over the last 4 years to ensure that we can provide the very best in public transport.”

Sally Shaw, Director of People & Stakeholders at Blackpool Transport added “Our commitment to delivering quality training to our staff members means they are better able to confidently meet the needs of each of our customers, and I have no doubt these results are a direct reflection of their hard work. We have another 15 new buses arriving in June this year with features never before seen on buses in Blackpool and some really exciting developments planned to our mobile app which will further enhance the customer experience.”

The full Bus Passenger Survey results can be found at

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