A SAFFRON Walden bus operator has won an award for customer experience.
Stagecoach, parent of Saffron Walden bus operator Stagecoach East, has been named the top-performing major UK bus operator in the latest UK Customer Satisfaction Index (UKCSI), published by the Institute of Customer Service.
Stagecoach outperformed its competitors with a score of 72.4 - an increase of 2.3 points.
Darren Roe, managing director of Stagecoach East, said: "Modern, reliable bus services are the backbone of a connected society.
"They provide the freedom to access work, education, and healthcare while reducing congestion and carbon emissions.
"These results highlight our commitment to making the bus a first-choice mode of transport by focusing on what matters most to our customers."
The UKCSI report highlights broad improvements across the transport sector, a traditionally challenging area for customer satisfaction.
Stagecoach recorded its strongest gains in supporting customers when journeys did not go as planned, with notable progress in how it handles and resolves issues.
Debra Goodwin, chief customer officer at Stagecoach, said: "These results are about much more than numbers on a page; they are about the millions of people who rely on us every day.
"We’ve listened to our passengers and worked hard to improve every touchpoint- rom the ease of our digital apps to the way we handle feedback.
"A thriving society needs a bus network that people can trust and feel cared for by.
"While we are proud to be leading the sector, our focus remains on our ‘We’ve got you’ promise: ensuring that every journey is reliable, punctual, and easy."
The UKCSI identified Stagecoach as one of the UK organisations to improve satisfaction scores by more than two points this year, continuing an upward trend from 2025.
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The improvements come as part of a wider movement across the bus industry to modernise and meet rising passenger expectations.
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 and coach operators.
"There is a strong correlation between serving customers well and better long-term business performance."
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