McGill’s Group has been crowned the UK’s top bus operator, achieving a standout 97% customer satisfaction rating in new independent research.
The results, published by watchdog Transport Focus as part of its annual Your Bus Journey survey, highlight a strong rise in passenger satisfaction across Scotland – but place McGill’s Group, owned by leading Scottish businessmen Sandy and James Easdale, firmly at the top of the table.
The survey, based on around 50,000 passenger journeys, recorded overall satisfaction in Scotland at 91%, with McGill’s outperforming all other operators by a clear margin.
Sandy Easdale said: “These figures show that bus services in Strathclyde are already delivering for passengers, with some of the highest satisfaction levels in Scotland and the UK. Against that backdrop, it completely undermines the case for spending £400 million on bus franchising in Glasgow and the surrounding regions. When passengers in Strathclyde are already among the most satisfied in the country – and McGill’s is delivering a 97% approval rating – it begs the question: what exactly are politicians and campaigners trying to fix?”
James Easdale added: “The experience in Manchester should be a warning, not a blueprint. Despite huge public subsidy, franchising there is delivering significantly lower satisfaction than what we are already achieving commercially in the west of Scotland. Rather than pouring hundreds of millions of pounds of taxpayers’ money into a risky structural overhaul, the focus should be on supporting operators to build on what is clearly already working for passengers.”
Ralph Roberts, chairman of McGill’s Group, said: “We are absolutely delighted to be named the UK’s top bus operator with a customer satisfaction rating of 97%. That is a phenomenal endorsement from our passengers and a reflection of the hard work and commitment of our teams across the business.
“At a time when the industry is facing significant challenges, these results show what can be achieved through sustained investment, strong local engagement and a relentless focus on delivering for customers.”
Mr Roberts, one of the most respected figures in the UK transport industry, added: “We have invested £95 million in new zero-emission buses, upgraded depots and improved services – and it is hugely encouraging to see passengers recognising those efforts in such a positive way.
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“While we are proud of this achievement, we are not complacent. We will continue to listen to our customers and work every day to deliver the reliable, high-quality services that communities across Scotland deserve.”
The survey also found that passengers in Strathclyde are the most satisfied in Scotland, with an overall approval rating of 93%.
In terms of other operators, publicly owned operator Lothian Buses was placed on 94% approval whilst the Bee Network in Manchester received an 86% approval rating – some 11 points behind McGill’s Group.
