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Arriva in Northumberland
in 2016

Overall satisfaction

90%

Value for money

54%

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 87% 90% 2%
Value for money (fare payers only) 54% 54% 27%
Punctuality of the bus 79% 78% 14%
On bus journey time 87% 86% 6%
The bus stop
Bus stop overall 73% 76% 9%
Distance from journey start 85% 83% 5%
Convenience/accessibility 86% 86% 4%
General condition 68% 71% 13%
Freedom from graffiti/vandalism 74% 75% 12%
Freedom from litter 66% 69% 15%
Information provided 70% 68% 13%
Personal safety 79% 75% 8%
Time waiting for the bus 78% 75% 13%
The bus
Exterior route/destination information 88% 85% 4%
Exterior cleanliness/condition 83% 79% 5%
Ease of getting on and off 90% 94% 2%
Time taken to board 90% 93% 1%
Interior cleanliness/condition 84% 84% 7%
Information provided inside 70% 67% 6%
Availability of seating or space to stand 89% 87% 4%
Comfort of the seats 78% 83% 7%
Amount of personal space 79% 83% 6%
Provision of grab rails to stand/move 85% 83% 3%
Temperature inside 79% 80% 9%
Personal security 87% 89% 1%
The bus driver
Nearness to kerb at the bus stop 91% 91% 2%
Appearance 89% 93% 0%
Greeting/welcome 72% 80% 4%
Helpfulness/attitude 71% 82% 4%
Time given to get to seat 82% 88% 3%
Smoothness/freedom from jolting 77% 82% 6%
Safety of the driving 88% 91% 2%