Passenger assistants satisfaction survey

New Search

Purpose The Passenger Assistants satisfaction survey was commissioned for the purpose of finding out the current perceptions and needs of the passenger assistants employed by the unit. This information will be used to feed into the Best Value service improvement plan for the Transport Service.
Subject Public transport
Commissioned by Pupil Access, Education and Cultural Services
Geographic area All of Lancashire
Method Questionnaire - postal
Consultation with Staff
Date 05/11/2003 - 28/11/2003
Undertaken by Corporate Research and Intelligence Team, Policy Unit


Number in sample 850
Number of responses 425
Response rate 50%
Key findings The survey tested assistants' satisfaction on a number of key attributes. These include overall satisfaction, communications, contacts made by assistants to others, the work itself and training. It offered assistants the opportunity to suggest improvements they see benefiting the service and
their work.

Overall, passenger assistants are satisfied with their role, the pay and conditions, and Lancashire County Council as an employer. There was also satisfaction, although slightly less so, with the transport service being provided to children and the vehicles used.

Teamwork is seen as good overall, but the working relationship could be improved between assistants and their supervisors/managers. Many assistants have contacted other teams within the County Council, taxi or bus firms, or schools in the last 12 months. The most common contacts made are to the transport team in the area education office, and the taxi or bus firms directly.

Passenger assistants agree that a number of factors in their job are good. The factors in their jobs that rate less well are information that is given to the assistants to support them in their day-to-day work, such as being informed about changes to runs. There is an inconclusive result on the behaviour of
children that are transported.

The majority of assistants have attended some form of training. The most likely being the Passenger Assistant Basic Training Course, which is rated well by most of those attending. There was a slightly lower rating given to the
green advice leaflet.

A quarter of respondents made a comment or suggestion. The top mentions were the need to keep the same driver, to be given more information on the children's needs, more training opportunities and improved communications.

Project document(s)


Contact information

For more information about this research contact:

Mike Walker
01772 533445

Mick Edwardson
01772 530290