Stagecoach leads the way as UK bus travel sees leap in customer satisfaction
- Stagecoach recognised as the top-performing major bus operator for customer satisfaction in the latest UKCSI report
- Significant year-on-year improvements highlight a turning point for the UK bus industry in service quality
- The company is named a double finalist for the UK Customer Satisfaction Awards 2026, signalling a new era of passenger-focused travel
Stagecoach, the UK’s largest bus and coach operator, has been named the industry leader for customer experience in the latest UK Customer Satisfaction Index (UKCSI). The findings reveal Stagecoach is not only leading from the front but is also spearheading a broader movement to make bus travel a more reliable, caring, and essential part of a thriving UK society.
The report, published by the Institute of Customer Service, shows a significant shift in how passengers view bus travel. While the transport sector has historically faced challenges, Stagecoach has demonstrated resilience, recording a 2.3-point rise in its Customer Satisfaction Index (CSAT) to 72.4.
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. Stagecoach’s latest performance highlights a commitment to making the bus a first-choice mode of transport by focusing on what matters most to their customers.
Key highlights from the report include:
- Consistent improvement: Stagecoach is among the UK organisations that improved their satisfaction scores by more than 2 points this year, continuing from improvements seen in 2025.
- Service recovery: The biggest gains were seen in how the company supports customers when things don't go to plan, with significant improvements in servicing customers’ issues.
- Industry momentum: The results reflect a broader trend of the bus industry modernising to meet the rising expectations of the 2026 customer.
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 - from 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.”
Jo Causon, CEO 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. Hopefully, this upward momentum can be sustained for the benefit of customers and the local communities Stagecoach serves.”
As a double finalist for the UK Customer Satisfaction Awards 2026, Stagecoach is proving the bus industry isn't just catching up - it’s setting the pace for service excellence in the UK.