Investment and enhancements lead to increased passenger satisfaction on Norfolk’s buses

A recent independent survey through Transport Focus found that overall bus passenger satisfaction in Norfolk has increased by 6% with 87% of passengers satisfied with their journey. That puts Norfolk above the England average of 83%. Norfolk improved in all areas of satisfaction with the biggest improvements being in punctuality and value for money.

Transport Focus is an independent consumer organisation representing the interests of bus passengers across England outside of London. The surveys measure actual passenger experience and provide robust metrics for measuring bus service targets.

Meanwhile the number of people choosing to use the bus continues to grow with almost 7m passenger journeys for the second quarter of the year (May, June, July). That’s a 12% increase compared to the same quarter last year.

Cllr Graham Plant, cabinet member for highways, infrastructure and transport said, “These figures are a testament to the continued positive relationship of our Enhanced Partnership here in Norfolk. They show that we are continuing to deliver the improvements that our residents want to see. We’ve made loads of improvements over the last two years since we received £49.55m to deliver our bus service improvement plan. From enhanced services including more weekend and evening buses, improved waiting areas and real time information as well as bus priority measures which mean a faster and more reliable service for passengers, the improvements are making a real difference for all.”

The improvements are now set to continue with Norfolk County Council being awarded another £15.9m from Government last month to spend in 2025/26. The funding is a mix of capital and revenue and the council is now working with the Enhanced Partnership and stakeholders to decide where the money should be spent.