Each year we like to do a passenger survey; last year we didn’t do one due to Covid, but this year we did!

Soon after the results came in the services went out to tender (the original contract expired on 16th September) so we didn’t publish them during the tender process. However, now that process has finished, we are free to share them.

500 paper questionnaires were handed to passengers at random on our public bus routes 16, 47, 52 and 57 in the week of 21 – 27 June. 313 questionnaires were returned.

A Few of the Highlights:

• 93% said information was easy to access;
• 98% said the service was “spot on” or “reasonably” punctual;
• 98% said they felt ‘Covid-safe’ on our buses;
• 99% said the bus was “spot on” or “reasonably” clean;
• 99% said the bus was “spot on” or “reasonably” comfortable;
• 99% said they thought the journey was good value for money;
• 99% said they wanted The Big Lemon to continue operating the service; and100% said the driver was “spot on” or “reasonably” friendly and helpful.

Social Enterprise, Zero Emissions and Renewable Energy

• 76% knew that we’re a social enterprise run for community benefit
• 77% knew that we’re converting our fleet to 100% electric
• 55% knew that we power the buses with solar panels on the roof of our depot

And about three quarters of our passengers felt these things were important:

• 75% thought local, social enterprises are important
• 77% thought zero-emissions buses are important
• 76% thought renewable energy is important

The Importance of the Buses

One thing that was really clear was how much people rely on the buses:

• 71% relied upon the buses to get around
• a further 27% did have other options but preferred the bus

And if these services weren’t provided:

• 44% would have used another bus
• 8% would have used a car
• 9% would have used a taxi
• 17% would have walked or cycled
• 2% would have used something else
• 20% would have stayed at home

Founder and CEO of The Big Lemon, Tom Druitt, said

“We are delighted to see such positive feedback, especially in regard to the service provided by our drivers. Community is central to everything we do at The Big Lemon, and our focus is on recruiting friendly, helpful staff and training them to deliver a high quality, personal service on the buses. It’s really nice to see our team so appreciated.

“It’s also reassuring to know that people feel Covid-safe on our buses, and we would like to reassure everyone that we are still deep-cleaning the buses every day, and providing face coverings on the buses for those who need them.

“We are conscious that there is work to do on information provision, and we have recently invested in new ticket machines to provide more accurate geolocation; on-board next stop announcements; and a passenger app (coming soon!) where people can see where their bus is and how long it will take to arrive.

“The big eye-opener for me was how important these services are for people. 20% of passengers reported that if the service didn’t run they would have simply stayed at home. With isolation and loneliness such big problems in our community it is essential that we maintain these lifelines for people who would otherwise be excluded from so much of life, with very little opportunity to meet people, build friendships and maintain their independence.“

The Survey Results in Full

Why?

• Good service
• GOOD SERVICE
• My only bus
• Very good service and drivers are always helpful. Drivers always say hello (Brighton & Hove bus drivers a lot of the time don’t even smile, but some are really pleasant)
• Very convenient as it’s quicker than any 5 bus and the only bus to go to my college that I can access from my home.
• Very friendly and very helpful
• Excellent service
• It’s a great service! Fab, friendly drivers.
• More efficient, friendly staff
• It is reliable and friendly
• Good service, drivers very obliging and friendly. Not like the 5B.
• Friendly drivers, useful route and yellow buses
• Very friendly & reliable!
• Most convenient and I like it.
• All of the above
• It provides a good service with good staff.
• Lovely staff and very good service.
• Nice drivers.
• Because it is a community bus and the bus drivers are all well known on The Big Lemon.
• Because it would upset my sons routine as he knows all the staff and bus by name. The service provided is better than B&H buses.
• Because it is the only bus that goes directly to my house.
• Drivers are friendly
• because it is a friendly and reliable service
• Always on time, use clean energy and friendly staff.
• it’s very good
• this bus is very easy to use and does not take a long time unlike other buses. Please continue this service because it is very important to us.
• I am used to the drivers because I have a brain injury.
• It’s just brilliant, can’t fault it. Renewable energy, good community feel to their service. Friendlier and happier bus drivers than B&H buses 🙂
• Because it is the best bus in Brighton!
• We want to stick with what we know
• why change something so successful.
• It works.
• Very pleased with The Big Lemon and its operation
• It is by far the very best bus company!
• because it’s good and gets me to where I want to go
• It is convenient
• It goes where I need to go to work
• Follow the yellow bus road!
• Consistency
• Satisfied with The Big Lemon
• It is a very reliable, satisfactory service.
• Friendlier staff
• They are reliable and friendly
• It’s the best because of its values.
• reliable, friendly staff
• Because the drivers are fab!
• I have always used this bus and enjoy the company of the drivers.
• Very reliable
• Friendly reliable drivers
• Much more reliable now – shame not a half hourly service
• I like the ethos of the company
• Lemon seem to really care about the environment
• good for the community and the environment
• I just don’t mind which company you are but I don’t want it to be suspended I rely on it every day
• Environmentally clean
• Top staff on the whole
• helps elderly and others to get around
• Has improved and is now working well
• Efficient
• Because I like this bus
• They provide a great service
• Very efficient and usually on time. Saves me changing buses as I can complete my journey on one bus.
• A very good service for those not on a normal bus route
• The drivers are always helpful
• used to it and like Big Lemon services
• The drivers are great/ so helpful. Bus reliable.
• You do a wonderful job and a great service
• we have friendly drivers
• It’s the only bus I can use to get to school.
• It would be helpful to have the buses running more frequently
• Very good service and polite staff
• The Big Lemon is providing a valuable service and feels part of the community. Why would we want to change that?
• because it is easy for out family, safe and is so quick
• The normal buses have a live timetable to see precise location of bus
• They are the best
• God personal service, reliable. staff care about passengers
• because my son is autistic and doesn’t like change and the bus drivers are friendly
• environmentally friendly
• Great service and helpful staff
• Most definitely is a friendly bus and we all know each other.
• they have given a very good service throughout these difficult times.
• I have found it a perfect service and very well run. I don’t see why it should change.
• Good service and nice drivers.
• The best
• Access for the most remote areas in Ovingdean
• I am happy with the service.
• They are such friendly people.
• The best!
• Because it works and i can rely on it.
• It goes down roads that other buses don’t.
• Big Lemon are Electric.

Do you have any other comments you would like to make?

• As long as it turns up and stops
• Keep up the good service
• Please keep this bus
• I would be inconvenienced without it.
• I would miss this bus as it is door to door for me and as I am elderly this is amazing!
• They have been doing an excellent job
• Possibly have solar panels on actual buses so don’t have to change all the time!
• Operate 52 on a Sunday for Woodingdean. To have all leather seats on buses and remove the fabric seats on older buses.
• I would prefer Big Lemon to continue, they know us
• Mark is a fantastic driver who is amazing with all the passengers and really good and patient with the kids.
• Drivers are helpful and friendly and the company offers help to the community no matter what.
• Is it possible that it could come earlier?
• This bus is very helpful to me and others.
• I think The Big Lemon is brilliant!
• Big Lemon is doing a good job and I would like seeing the company going electric and doing their but to the world!
• Thank you so much to the bus driver you make my day every day.
• Must keep our lemon bus! from Barbs the lemon bus makes me happy x
• Good all round service
• Very impressed with all your drivers and buses!
• Very helpful and friendly drivers – efficient service
• Please do not take it off
• a 2 hour Sunday service ( 10am, noon, 2pm, 4pm)!
• Occasionally I have I have had to wait a long time for a bus going from Preston Park to Fiveways.
• I hope you continue
• The bus doesn’t always show on real time boards
• A lot of the time the same people use this bus at the same time. I have made quite a few friends!
• Ady and Brian, very helpful and polite, friendly and welcoming.
• All drivers are very friendly
• Half hour frequency at busy times
• Unfortunate when certain afternoon buses filled with school children who aren’t always going to Saltdean but get off in Brighton. They also occupy seats meant for the elderly. Could the drivers please ensure this doesn’t happen when elderly passengers get on and have to stand!
• I would like an earlier service (7am), which serves Brighton Station, to be considered.
• Great service, great style
• Please can we have a Sunday service too
• Some buses can run down Lyminster early
• Maybe could do with two services an hour instead of one every hour
• Would really miss this service
• Would still prefer the route to go via Churchill Sq
• Great service on a difficult route
• An invaluable service for the elderly
• Desperately worried bus route might go.
• It’s good that Hangleton is served to Portslade
• Thank you for providing an efficient and cheerful service.
• Please continue The Big Lemon
• If this bus stops, so does my freedom. (as do so many others)
• Very good service
• Would be helpful to have a Sunday service
• Don’t take our bus away
• The drivers are all very friendly and helpful
• Sustainable and compact bus and all buses should be like this
• Using this bus has allowed me to use public transport in a covid era because it make me feel safer than other bus services. Otherwise I would not use any public transport.
• Please continue with this bus
• keep the good work up your drivers are always so lovely and helpful.
• Love you guys!
• It’s nice to talk to other passengers, we have all got to know each other.
• Keep this route, would be nice every half an hour.
• Provides a high level of service by its drivers and staff.
• If the bus 47/57 no longer operates I and several others users will not be as we have difficulty climbing the hill from Longridge Avenue to East Saltdean.
• It’s a pleasure travelling on big lemon.
• Use both 16 & 47 and excellent drivers.
• The 52A at 7:10 from Cowley Drive stops (Woodingdean) would be useful to go to Stanford Avenue (Mon-Fri).
• Would be extremely good if you had one bus to run later to support hospital workers at end of shift 20:00hrs.
• Good service all around & good for the environment.
• A very good service overall.
• You drivers are so nice, friendly and polite.
• Big Lemon is the best even during covid-19 they still picked me up everyday
• 2 buses an hour
• Mark the driver is brilliant.
• All the drivers are helpful friendly and always on time Mark is very friendly driver.
• We don’t want to be without our bus please keep the Big Lemon running
• It would be nice if one of the buses included north Rottingdean
• Long may it continue
• Again been very pleased with the service
• Please keep going
• It’s the best bus service in Brighton
• I really need the bus as it’s very good and I cannot walk very far because of my RA
• I always catch the 52 when I need the bus over other services.
• Hard to find bus timetables.
• Drivers really cheerful/helpful local service.
• Helpful friendly drivers nothing too much trouble
• it’s very important to have a good service
• We would like the buses to run later than 6PM
• Bus to finish a bit later
• The buses are always clean
• I felt safe to use the bus during Covid
• I would use it more often if it was more frequent ( say every 1/2 hour)
• It can be quite difficult to know if the bus is delayed or cancelled.
• Sustainability is key for all public transport, buses in particular and The Big Lemon is the only bus company that runs 100% electric buses powered by solar energy
• Keep up the great work. I am an investor in The Big Lemon
• I am an investor
• Good luck – keep up the good work!
• Drivers are so friendly and helpful, you feel safe
• This is a community bus for our community and which we would choose to remain as one
• Drivers are exceptionally friendly and cheery.
• I have used the 52 bus since it started. Will be sorry to lose this service.
• The drivers who drive the 16 are always helpful and know your name when you get on.
• Big Lemon buses always have the friendliest drivers
• Just “thank you” for help given and appreciated
• Very good service and always helpful. It would be a shame to see them go as they cover many areas of Brighton that can be awkward to reach.