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Arriva in Tees Valley Group
in 2016

Overall satisfaction

92%

Value for money

62%

Punctuality

82%

On bus journey time

88%

2014 2015 2016
% satisfied % satisfied % satisfied Very satisfied Fairly Neither Fairly Very dissatisfied % dissatisfied
Key satisfaction measures
The journey overall 89% 89% 92% 2%
Value for money (fare payers only) 62% 60% 62% 20%
Punctuality of the bus 76% 79% 82% 9%
On bus journey time 89% 87% 88% 4%
The bus stop
Bus stop overall 78% 77% 80% 9%
Distance from journey start 88% 84% 88% 6%
Convenience/accessibility 89% 88% 89% 5%
General condition 75% 75% 73% 16%
Freedom from graffiti/vandalism 79% 80% 77% 12%
Freedom from litter 75% 76% 74% 13%
Information provided 72% 74% 75% 12%
Personal safety 80% 80% 81% 6%
Time waiting for the bus 77% 80% 83% 10%
The bus
Exterior route/destination information 84% 88% 86% 3%
Exterior cleanliness/condition 80% 85% 83% 5%
Ease of getting on and off 91% 93% 93% 1%
Time taken to board 91% 93% 92% 2%
Interior cleanliness/condition 79% 85% 81% 9%
Information provided inside 67% 75% 70% 5%
Availability of seating or space to stand 89% 88% 89% 4%
Comfort of the seats 75% 80% 76% 8%
Amount of personal space 77% 79% 79% 7%
Provision of grab rails to stand/move 84% 86% 87% 3%
Temperature inside 76% 79% 79% 9%
Personal security 86% 88% 89% 2%
The bus driver
Nearness to kerb at the bus stop 93% 93% 93% 2%
Appearance 90% 90% 92% 1%
Greeting/welcome 74% 79% 77% 7%
Helpfulness/attitude 75% 78% 78% 6%
Time given to get to seat 81% 85% 83% 6%
Smoothness/freedom from jolting 76% 80% 81% 6%
Safety of the driving 88% 88% 88% 2%