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Arriva in West Yorkshire (WY Metro)
in 2016

Overall satisfaction

84%

Value for money

70%

Punctuality

68%

On bus journey time

78%

2014 2015 2016
% satisfied % satisfied % satisfied Very satisfied Fairly Neither Fairly Very dissatisfied % dissatisfied
Key satisfaction measures
The journey overall 84% 94% 84% 9%
Value for money (fare payers only) 57% 73% 70% 18%
Punctuality of the bus 81% 81% 68% 17%
On bus journey time 82% 93% 78% 10%
The bus stop
Bus stop overall 81% 85% 80% 8%
Distance from journey start 81% 90% 83% 7%
Convenience/accessibility 85% 89% 86% 3%
General condition 76% 77% 74% 9%
Freedom from graffiti/vandalism 78% 81% 84% 8%
Freedom from litter 71% 80% 78% 10%
Information provided 78% 82% 77% 11%
Personal safety 79% 78% 76% 11%
Time waiting for the bus 76% 85% 68% 17%
The bus
Exterior route/destination information 85% 89% 87% 2%
Exterior cleanliness/condition 79% 86% 80% 2%
Ease of getting on and off 90% 93% 87% 8%
Time taken to board 89% 94% 89% 4%
Interior cleanliness/condition 78% 84% 81% 6%
Information provided inside 69% 77% 72% 7%
Availability of seating or space to stand 86% 89% 84% 12%
Comfort of the seats 75% 85% 81% 10%
Amount of personal space 75% 85% 74% 13%
Provision of grab rails to stand/move 84% 89% 88% 5%
Temperature inside 77% 85% 76% 11%
Personal security 84% 90% 83% 6%
The bus driver
Nearness to kerb at the bus stop 90% 91% 88% 3%
Appearance 90% 91% 87% 1%
Greeting/welcome 73% 79% 73% 11%
Helpfulness/attitude 72% 83% 71% 9%
Time given to get to seat 77% 84% 77% 9%
Smoothness/freedom from jolting 71% 84% 76% 8%
Safety of the driving 84% 91% 80% 4%