A summary of ‘Edinburgh Bus Users Group: Engaging with the Wider Community’
Project for Business Management, Napier University April 2025.
Edinburgh Bus Users Group (EBUG) launched in 2019 to represent bus passengers in Edinburgh and nearby. This report looks at how EBUG can connect more with bus users in Edinburgh and make a bigger impact on policies. It focuses primarily on Lothian Buses users.
Data Collection
The main data collection method was a structured questionnaire. We also reviewed key documents and reports for background context and to support analysis.
Sampling Strategy
Stratified random sampling; dividing the population into key sub-groups (“strata”) before selecting our sample. We focused on age, area of residence, and usage frequency as the main variables for stratification.
81 responses were collected; relatively small in statistical terms, but reflecting time constraints and resources. Participants were over 16 and had used Lothian Buses/other Edinburgh-based services at least once in the last three months.
Data collection during March 2025; online surveys and In-person surveys at hubs.
What users want to see improved
Respondents identified practical priorities like more frequent buses, expanded route coverage, better real-time information, and improved services outside standard hours.
Sustainability and integration with other transport services were mentioned, but less frequently.
Satisfaction with bus services
When asked to rate different features of the bus service, most people said they were generally satisfied. The highest scores went to cleanliness and comfort, both averaging just over four on a five-point scale. Buses are seen as physically comfortable, safe, and well-maintained .
Other areas were rated slightly less positively. Value for money and safety were well-regarded but didn’t stand out so much. Reliability, specifically on-time performance, had more mixed responses. The average was still reasonable, but some passengers clearly had negative experiences, especially in peak times or when making connections.
The lowest scores went to real-time information and route coverage. The spread of responses suggests these experiences vary widely. Some people seem to rely on real-time tools without issue; others found them confusing or unreliable.
Age-based differences in satisfaction
18-24 year olds were generally the most satisfied across almost every service category, scoring higher on frequency, affordability, and real-time information.
65-74 year olds also expressed high satisfaction, especially in relation to cleanliness and safety.
35-54 year olds were less satisfied overall; giving consistently lower scores for e.g. route coverage, frequency, and real-time tracking.
These contrasts suggest Edinburgh buses work reasonably well, but not equally well for all.
Being represented in transport decisions
Only around 14% felt their needs were taken into account in decisions about Edinburgh’s buses system; half did not feel represented at all/to a limited extent. The rest were unsure.
Conclusions
The survey had 81 valid responses, showing that while bus services perform well in some areas, particularly cleanliness, comfort, and safety, there are common frustrations with e.g. route coverage, real-time information, and overall reliability.
Respondents consistently feel their views are unheard. Groups feeling left out of the conversation include disabled users, night workers, people in outlying areas, students, and families with young children.
