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Arriva in Merseyside (Merseytravel)
in 2016

Overall satisfaction

90%

Value for money

71%

Punctuality

78%

On bus journey time

86%

2014 2015 2016
% satisfied % satisfied % satisfied Very satisfied Fairly Neither Fairly Very dissatisfied % dissatisfied
Key satisfaction measures
The journey overall 90% 89% 90% 2%
Value for money (fare payers only) 61% 67% 71% 15%
Punctuality of the bus 79% 76% 78% 9%
On bus journey time 88% 86% 86% 3%
The bus stop
Bus stop overall 81% 81% 79% 8%
Distance from journey start 88% 84% 87% 4%
Convenience/accessibility 88% 87% 90% 3%
General condition 75% 78% 77% 10%
Freedom from graffiti/vandalism 80% 80% 77% 10%
Freedom from litter 73% 75% 75% 12%
Information provided 75% 75% 73% 12%
Personal safety 80% 78% 78% 6%
Time waiting for the bus 81% 78% 77% 10%
The bus
Exterior route/destination information 88% 88% 85% 3%
Exterior cleanliness/condition 86% 83% 85% 4%
Ease of getting on and off 92% 92% 92% 3%
Time taken to board 92% 92% 91% 2%
Interior cleanliness/condition 83% 84% 86% 5%
Information provided inside 69% 70% 71% 4%
Availability of seating or space to stand 90% 87% 87% 5%
Comfort of the seats 79% 82% 83% 6%
Amount of personal space 80% 77% 80% 8%
Provision of grab rails to stand/move 88% 85% 87% 4%
Temperature inside 80% 80% 80% 7%
Personal security 87% 87% 85% 2%
The bus driver
Nearness to kerb at the bus stop 94% 93% 94% 1%
Appearance 90% 91% 91% 1%
Greeting/welcome 70% 70% 71% 8%
Helpfulness/attitude 72% 72% 74% 6%
Time given to get to seat 72% 72% 78% 8%
Smoothness/freedom from jolting 74% 76% 80% 9%
Safety of the driving 88% 88% 89% 2%