First UK Bus: Regional Report: Scotland Illuma Research Ltd Richmond Bridge House 419 Richmond Road Twickenham Middlesex TW1 2EX T: E: W: Customer Satisfaction Monitor: wave 16 September 2009 – December 2010

Wave 16 – December Executive Summary

Wave 16 – December Glasgow West Yorkshire Manchester South Yorkshire Aberdeen Scotland East Devon & Cornwall Midlands East England / Essex Berkshire Hants & Dorset Cymru / BSA Overall satisfaction % satisfied, split by OpCo: (Wave 16 - to December 2010) All areas have been significantly hit by poor weather in November & December, but the areas with highest satisfaction tend to have been hit the hardest (i.e. the range has become compressed)

Wave 16 – December Overall satisfaction: December 2010 = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied N.B. The figures in all the stacked bar charts are percentages. 80% 82% 79% First UK Bus overall Aberdeen Glasgow East Scotland Scotland:

Wave 16 – December Is the overall service provided by First Bus improving or getting worse? (results for Wave 16) = getting worse= staying the same Net score = improving Aberdeen Glasgow East Scotland

Wave 16 – December Driver appearance Ease of getting on Safety of driving Getting a seat Buying a ticket Smoothness of ride Upkeep / condition of vehicle Overall satisfaction Driver attitude Outside cleanliness Bus stop information Security on-board Litter Comfort of seating Temperature/ventilation Legroom Inside cleanliness Journey length Bus stop environment Service punctuality On-board info Space for bags etc. Service frequency Value-for-money Summary of mean scores for each attribute: Aberdeen (Wave 16 - December 2010) Note: bad weather in November/December has affected many of the scores

Wave 16 – December Smoothness of ride Buying a ticket Temperature/ventilation Safety of driving Litter Driver appearance Ease of getting on Upkeep / condition of vehicle Driver attitude Comfort of seating Space for bags etc. Legroom Value-for-money Getting a seat Inside cleanliness On-board info Bus stop information Security on-board Bus stop environment Service frequency Journey length Outside cleanliness Service punctuality Overall satisfaction Change in mean scores: Aberdeen Sept 2009 to Dec 2010: In Aberdeen only 6 attributes have improved since Sept 2009, although bad weather is partly responsible for this month’s poor figures DECLININGIMPROVING

8 Factors within OpCo control

9 Cleanliness of the outside 75% 70% 69% Scotland: First UK Bus overall Aberdeen Glasgow East Scotland = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

10 Cleanliness of the inside 69% 66% 67% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

11 Upkeep / condition of seats, walls, etc 79% 75% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

12 Amount of litter on the vehicle 72% 70% 65% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

13 Being able to get a seat 84% 79% 81% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

14 Appearance of the driver 90% 84% 82% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

15 Helpfulness/attitude of the driver 77% 73% 76% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

16 Smoothness of the ride 80% 75% 76% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

17 Safety of the driving of the driver 89% 88% 84% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

18 Frequency of service today 57% 60% 56% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

19 Punctuality of service today 67% 72% 70% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

20 General on-board information 58% 59% 60% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

21 Ease of buying a ticket 76% 75% 70% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

22 Personal security on board 75% 73% 72% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly satisfied= fairly dissatisfied= very satisfied

23 Value-for-money of the ticket 55% 49% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

24 Factors within First UK Bus control

25 Ease of getting on the bus 89% 87% 82% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

26 Comfort of the seats 72% 67% 64% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

27 Amount of legroom whilst seated 74% 72% 75% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

28 Space for bags, wheelchairs, buggies, etc. 59% 56% 55% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

29 Temperature / ventilation on the bus 67% 71% 65% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

30 Factors within Stakeholder control

31 Length of time the journey takes 65% 69% 64% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

32 Information at the bus stop 73% 77% 72% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

33 Safety of the bus stop environment 69% 65% 69% First UK Bus overall Aberdeen Glasgow East Scotland Scotland: = very dissatisfied= fairly dissatisfied= fairly satisfied= very satisfied

34 Thank You