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Arriva in Tyne & Wear (Nexus)
in 2016

Overall satisfaction

93%

Value for money

81%

Punctuality

70%

On bus journey time

84%

2015 2016
% satisfied % satisfied Very satisfied Fairly Neither Fairly Very dissatisfied % dissatisfied
Key satisfaction measures
The journey overall 90% 93% 0%
Value for money (fare payers only) 69% 81% 14%
Punctuality of the bus 79% 70% 17%
On bus journey time 87% 84% 8%
The bus stop
Bus stop overall 89% 84% 2%
Distance from journey start 86% 87% 2%
Convenience/accessibility 90% 87% 2%
General condition 79% 72% 9%
Freedom from graffiti/vandalism 77% 82% 4%
Freedom from litter 71% 73% 9%
Information provided 83% 79% 8%
Personal safety 80% 84% 2%
Time waiting for the bus 82% 66% 18%
The bus
Exterior route/destination information 88% 84% 2%
Exterior cleanliness/condition 85% 81% 2%
Ease of getting on and off 92% 93% 1%
Time taken to board 93% 87% 6%
Interior cleanliness/condition 87% 88% 5%
Information provided inside 68% 77% 3%
Availability of seating or space to stand 92% 94% 3%
Comfort of the seats 79% 84% 5%
Amount of personal space 81% 80% 7%
Provision of grab rails to stand/move 89% 87% 4%
Temperature inside 80% 83% 5%
Personal security 88% 89% 0%
The bus driver
Nearness to kerb at the bus stop 91% 92% 2%
Appearance 88% 88% 0%
Greeting/welcome 74% 62% 6%
Helpfulness/attitude 76% 72% 5%
Time given to get to seat 80% 76% 4%
Smoothness/freedom from jolting 77% 84% 3%
Safety of the driving 87% 89% 0%