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National Express in West Midlands (TfWM)
in 2016

Overall satisfaction

84%

Value for money

62%

Punctuality

70%

On bus journey time

82%

2014 2015 2016
% satisfied % satisfied % satisfied Very satisfied Fairly Neither Fairly Very dissatisfied % dissatisfied
Key satisfaction measures
The journey overall 85% 85% 84% 5%
Value for money (fare payers only) 61% 61% 62% 19%
Punctuality of the bus 74% 75% 70% 16%
On bus journey time 83% 80% 82% 7%
The bus stop
Bus stop overall 80% 78% 76% 8%
Distance from journey start 85% 83% 83% 6%
Convenience/accessibility 85% 83% 82% 5%
General condition 74% 73% 70% 12%
Freedom from graffiti/vandalism 72% 73% 72% 12%
Freedom from litter 68% 67% 66% 16%
Information provided 74% 73% 71% 12%
Personal safety 74% 76% 74% 8%
Time waiting for the bus 78% 77% 71% 15%
The bus
Exterior route/destination information 83% 83% 82% 4%
Exterior cleanliness/condition 76% 76% 74% 9%
Ease of getting on and off 87% 88% 87% 4%
Time taken to board 87% 88% 87% 3%
Interior cleanliness/condition 72% 73% 71% 14%
Information provided inside 66% 69% 69% 7%
Availability of seating or space to stand 82% 84% 82% 8%
Comfort of the seats 72% 74% 74% 11%
Amount of personal space 71% 73% 73% 13%
Provision of grab rails to stand/move 80% 81% 82% 6%
Temperature inside 75% 78% 75% 10%
Personal security 75% 79% 78% 6%
The bus driver
Nearness to kerb at the bus stop 90% 90% 88% 3%
Appearance 85% 86% 83% 3%
Greeting/welcome 60% 61% 60% 12%
Helpfulness/attitude 62% 65% 66% 7%
Time given to get to seat 71% 73% 72% 9%
Smoothness/freedom from jolting 72% 76% 74% 10%
Safety of the driving 83% 85% 84% 4%