Passenger Transport’s app rating analysis – the lesson is simple

After 3 pandemic-filled years, Passenger Transport magazine has revisited its review of UK public transport apps, following its inaugural 2019 report – and it’s clear Passenger has played a major role in raising the bar for UK bus mobile apps.

The original analysis was undertaken in response to Transport Focus’ research earlier that year, into what young people want when it comes to public transport. The updated report reveals that there has been a major improvement in public transport apps.

The analysis highlights an enormous increase in the number of four-star apps and a decline in the number of three, two and one-star ratings. One of the big stories for Passenger is the impact of its work with Go-Ahead Group on the app ratings of its operating companies.

Managing Editor Robert Jack writes: “Much of this improvement can be attributed to the UK bus and coach sector where an impressive 92% of apps have a four-star rating compared with to 60% in 2019. Go-Ahead Group’s relationship with website and app developer Passenger is largely responsible for this increase.

“With its devolved structure, Go-Ahead’s operating companies each have their own app, but in 2019 they were poorly rated – highly rated operations like Oxford Bus Company and Brighton & Hove had apps with a one-star rating. Last year Bournemouth-based Passenger helped Go-Ahead launch 17 apps in the space of just 5 weeks and they all now have four-star ratings. The lesson is simple – if your app isn’t performing find someone who can turn it around!”

Passenger’s Director of Product & Design, Greg Hepworth, comments: “It’s clear that as an industry, we’ve moved beyond the early days of mobile ticketing and into a more complete experience for bus users. A consistently better experience of using the bus anywhere is good news for all operators, as we rise and fall together. It’s exciting that Passenger has played such a significant role in raising the bar”.

If app ratings are an indication of customer engagement and ultimately their loyalty to the bus and its operating company, then Rob Jack’s report should be viewed as very a real signal that the industry is Building Back Better.

Read the online article in edition 273: September 23, 2022 or download a full copy of printed report.