Public satisfaction with public transport has remained relatively stable over the 18-year period of the NHT Survey, but long-term trends show a gradual decline since 2017, with a notable dip during the early 2020s. While passengers continue to express confidence in the safety and helpfulness of staff, perceptions of reliability, information quality, and value for money have fallen, resulting in lower overall satisfaction levels across the theme.
Overall Theme Performance
The Public Transport theme score remained consistent at around 60–61 through much of the 2010s but fell sharply after 2018, reaching 50 in 2023 before recovering slightly to 51 in 2025. This represents a decline of roughly ten points over the past decade. The downward shift likely reflects a combination of service reductions, changing travel patterns post-pandemic, and ongoing concerns about bus reliability and information.
Key Benchmark Indicators (KBIs)
The Key Benchmark Indicators reveal a mixed picture:
- Local bus services overall (KBI 06) have shown minor fluctuations but remain at 56 in 2025, broadly similar to pre-2020 levels, indicating gradual recovery after a temporary fall.
- Local bus service aspects (KBI 07) have dropped more steeply, from the low 60s in 2015–2018 to 50 in 2025, showing that while people value the service, satisfaction with its quality and consistency has weakened.
- Public transport information (KBI 08) continues to underperform, declining steadily from 48 in 2014 to 36 in 2025, the lowest of all KBIs in this theme.
- Taxi and minicab services (KBI 09) remain one of the highest-rated areas, holding steady int the low 60s despite minor fluctuations.
- Community transport (KBI 10) has remained relatively stable at 54–55, suggesting consistent satisfaction among users of these services.
Overall, KBI trends show a resilient but slightly eroding satisfaction with the core bus network, offset by weaker perceptions of public transport information.
Key Quality Indicators (KQIs)
Two Key Quality Indicators, introduced from 2020, provide further insight:
- Responsive transport (KQI 03) and Public transport information (KQI 05) both show modest scores, sitting at 52 & 51 in 2025.
These results reflect a steady but unremarkable level of satisfaction, with few signs of significant progress in communication or service responsiveness.
Benchmark Indicators (BIs)
Across the more detailed measures, a consistent pattern emerges:
Bus access, cleanliness, and safety remain strong, while information, punctuality, and fares continue to drag overall satisfaction downward.
Service Delivery and Reliability
- Frequency of buses (PTBI 01) has declined slightly to 54 in 2025, suggesting passengers feel services are less frequent or convenient than before.
- Punctuality (PTBI 04) remains low at 50, one of the weakest performing BIs, reflecting persistent public frustration with buses not arriving on time.
- Overall local bus service (PTBI 06) stands at 56, down from 63 in 2015, continuing a slow downward trend.
Value for Money and Fares
- Bus fares (PTBI 07) have fluctuated more dramatically than other measures, improving from the 30s in the early years to a peak of 59 in 2023, before dipping to 55 in 2025.
While some temporary improvements were noted, fares remain a sensitive area, with satisfaction influenced by wider cost-of-living pressures.
Bus Stop and Facility Quality
- Condition and number of bus stops (PTBI 02–03) remain steady around the mid-60s and mid-50s respectively, showing that infrastructure quality is viewed more positively than service performance.
- Raised kerbs (PTBI 12) remain one of the most consistently high indicators, scoring 64 in 2025, demonstrating continued appreciation for accessibility improvements.
Passenger Experience and Safety
- Helpfulness of drivers (PTBI 09) and personal safety on buses (PTBI 10) both remain strong, at 67 and 65 respectively, with little change since 2015.
- Personal safety while waiting at bus stops (PTBI 11) is slightly lower at 60, but has also remained relatively stable.
These results indicate that despite service-related concerns, passengers continue to rate their personal experience with bus staff and safety highly.
Information and Communication
Information-related indicators remain the weakest area within this theme.
- Scores for information clarity, accuracy, and amount (PTBI 13–15) have fallen from around 59 in 2014 to just above 50 in 2025.
- Ease of finding information (PTBI 16) and information about accessible buses (PTBI 17) have both declined, now sitting in the high 40s.
- Electronic display reliability (PTBI 19) has also decreased slightly to 48, while public transport information provision (PTBI 20) remains low at 51.
Overall, these measures highlight ongoing difficulties for passengers in finding and trusting service information, especially as digital platforms evolve.
Infrastructure and Provision
The provision of bus stops (PTQI08) remains a bright spot, with a stable score of 85 since 2022 — among the highest in the survey. This suggests that physical accessibility and coverage remain strong even as satisfaction with timetables and communication has declined.
Overall Analysis
Between 2008 and 2025, the Public Transport theme has experienced a slow but clear decline in satisfaction, particularly over the last five years.
While safety, driver behaviour, and physical accessibility continue to score well, there has been a significant loss of confidence in service reliability and communication.
Passengers are now less satisfied with how often and how reliably buses run, and less likely to feel well informed about routes and timetables. Despite this, the core experience of travelling by bus remains positive, supported by friendly staff and safe conditions.
Summary Statement
Over the 18 years of the NHT Survey, public satisfaction with public transport has remained moderate but has fallen gradually since 2017. Confidence in driver helpfulness, personal safety, and accessibility remains strong, but satisfaction with reliability, information, and value for money has declined. While physical infrastructure such as bus stops and raised kerbs continues to be rated highly, perceptions of service quality and the availability of clear, accurate travel information have weakened — leaving overall satisfaction with public transport at its lowest point since the survey began.
