- Stagecoach named the UK’s highest-rated major bus operator for customer satisfaction in the latest UK Customer Satisfaction Index
- Strong year-on-year improvement signals a positive shift in perceptions of bus travel
- Company shortlisted twice at the UK Customer Satisfaction Awards 2026
Stagecoach has been named the UK’s leading major bus operator for customer satisfaction in the latest UK Customer Satisfaction Index (UKCSI), underlining growing public confidence in bus travel and the vital role it plays in supporting communities across Scotland and the UK.
The independent report, published by the Institute of Customer Service, shows Stagecoach, which operates substantial services in Ayrshire, Fife, Angus, Perth, Aberdeenshire and the Highlands, achieved a 2.3-point year-on-year increase, taking its overall customer satisfaction score to 72.4. This places the company at the top of the UK bus sector and reflects sustained improvements in reliability, customer care and service delivery.
Buses are a cornerstone of Scotland’s transport network, helping people access jobs, education, healthcare and social connections while reducing congestion and supporting climate ambitions. Stagecoach’s performance in the latest index highlights the impact of continued investment in modern fleets, digital tools and a stronger focus on customer experience.
Key findings from the UKCSI include:
- Consistent improvement – Stagecoach is among a small number of UK organisations to improve customer satisfaction by more than two points this year, building on progress made in 2025
- Stronger service recovery – the biggest gains were seen in how the company supports customers when journeys do not go to plan
- Rising industry standards – the results reflect wider momentum across the bus sector to meet the expectations of today’s passengers
Debra Goodwin, Chief Customer Officer at Stagecoach, said, “These results are about much more than a score – they reflect the experience of the millions of people who rely on our services every day. We’ve listened closely to customer feedback and focused on improving what matters most, from the reliability of our services to the ease of using our digital tools and the way we respond when things go wrong. A thriving society needs a bus network people can trust, and while we’re proud to be leading the sector, our focus remains firmly on delivering on our promise: we’ve got you.”
Jo Causon, Chief Executive of the Institute of Customer Service, said, “It is hugely encouraging to see such a significant improvement in customer satisfaction for one of the UK’s largest bus operators. There is a strong link between serving customers well and long-term organisational performance, and this progress is good news for passengers, and the communities Stagecoach serves.”
Stagecoach has also been named a double finalist at the UK Customer Satisfaction Awards 2026, further recognising its commitment to putting passengers first and raising standards across public transport.