Stagecoach delivers largest year-on-year leap in UKCSI Bus and Coach rankings
- Stagecoach is the most improved bus company in UKCSI July 2025 with a +4.6pt score increase
- One of the 20 most improved organisations across all sectors
- Now ranked 20 out of 37 transport organisations, up from 28th
Stagecoach has surged ahead in the latest UK Customer Satisfaction Index (UKCSI) results, showcasing the most significant year-on-year (YoY) improvement across the bus and coach sector, and earning its spot as the top-performing bus operator in key customer experience metrics.
The UKCSI shows overall satisfaction across sectors in the UK has improved for the first time since January 2023 (+1.5 pt YoY). The transport sector has improved by 2.4 points in the same period and Stagecoach has outperformed in the sector, improving by 4.6 points.
Conducted by the Institute of Customer Service, with fieldwork spanning September–October 2024 and March–April 2025, the July 2025 UKCSI results paint a clear picture of transformation in Stagecoach’s customer satisfaction:
- Overall score: Stagecoach climbs to 72.3 (+4.6pt).
- League ranking: Moves up 8 places to 20th out of 37 transport organisations, (28/38 in July 24)
- Net Promoter Score (NPS): Jumps to +1.9 (+15.6pt), marking Stagecoach as the only bus operator in positive territory
- Customer effort score: Lowest among all transport operators at 3.8, indicating high ease of service
Debra Goodwin, Chief Customer Officer at Stagecoach, said:
"This exceptional improvement reflects the dedication of our teams who put customers first every day. From simplifying the travel experience to actively responding to feedback, we’re proud of the progress."
This latest performance affirms Stagecoach’s commitment to delivering sustainable improvements in customer satisfaction and positions the company as a sector leader in customer-centric transport services.
To access the full UKCSI July 2025 report, please visit: