We're number one! Happy customers give the thumbs up to The Keighley Bus Company


Champion for on-time, reliable and great value for money service – that's the top of the league rating given to The Keighley Bus Company today by Britain's leading independent survey of bus customers' opinions.

Consumer watchdog Transport Focus consults more than 40,000 passengers a year to produce its Bus Passenger Survey – and the results of its Autumn 2017 research published today (Thursday 15 March 2018) show The Keighley Bus Company rated as number one in the communities it serves.

We've achieved an amazing 87 per cent overall satisfaction rating in the new survey, making us the best performing of all bus firms surveyed in the area – scoring four percentage points higher than the overall rating for all of West Yorkshire's bus services.

The survey results also show 57 per cent of customers using our services declared themselves “very satisfied” – comfortably ahead of the 41 per cent rating given across the region.

The new Transport Focus project is one of the first higher-sampled survey to gather opinions from customers travelling in Keighley – and the results are great news for the local team in Keighley delivering a high quality service on some of Yorkshire's fastest growing bus routes every day.

Our CEO Alex Hornby said: “These results are a massive vote of confidence for our hard-working people in Keighley, who are delivering amazing bus services for our customers every single day.

“We've invested in new and revitalised buses right across our network in Keighley to transform our popular and easily recognisable branded services, including Aireline to and from Leeds, Dalesway to Skipton, the Shuttle to Bradford, Brontebus in the Worth Valley and our Keighley Jets town services.

“Most of all, these results reflect the pride and professionalism of our people, who are at the heart of everything we do. Their dedication to providing the highest quality service never ceases to amaze our customers – for example during February's severe weather, when our teams pulled out all the stops to keep our customers on the move.”

Despite ever increasing traffic congestion, the reliability of our services also won a thumbs-up in the Transport Focus survey, recording 85 per cent satisfaction with punctuality that's up to 19 percentage points higher than other major bus firms in its area, and 14 percentage points higher than the 71 per cent average rating given to other major local bus service providers.

The Keighley Bus Company also rated number one for on-bus journey time, with 85 per cent of those surveyed in Keighley satisfied – that's five percentage points ahead of the West Yorkshire average of 80 per cent.

Bus users also rated The Keighley Bus Company number one in its area for value for money, with a 66 per cent satisfaction rating.

Alex said: “The positive journey time rating is especially important to us, as it demonstrates to motorists and rail users alike that the bus isn't a slow way of getting from A to B … and of course it means no driving or parking stress.

“While we're delighted with these highly positive results, we're determined to keep on improving bus services and attracting more people to choose our buses. 

“From next month, we'll go further, taking over regular weekday bus services between Skipton and Grassington in the Yorkshire Dales. We will also be investing in a new fleet of innovative Mercedes buses for METRO supported routes to and from the town centre.

“All our buses in Yorkshire will also soon be offering contactless payment on-board, to make travel quicker and simpler, while our recently launched 'Transdev Go' smartphone app offers real-time travel updates and instant access to amazing value ticket deals in the palm of your hand.

“As part of West Yorkshire's 'Bus 18' partnership, we're also working hard with other bus operators to make getting around easier for everyone, such as by accepting each other's tickets to get people through the recent snowy weather.

“Our bus services have a vital part to play in tackling congestion and pollution, while improving the quality of life for thousands of people who travel with us in Yorkshire every day. We're incredibly passionate about finding new ways to attract more people to our buses, and as always, our customers are firmly in the driving seat.”

Customers surveyed by Transport Focus rate their satisfaction with a wide range of aspects of their bus journey, including bus stops and stations, comfort on board and cleanliness of the bus exterior, and the bus driver, as well as value for money and overall satisfaction with their journey.

Full details of the Bus Passenger Survey are available via the Transport Focus website at: http://www.transportfocus.org.uk.

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