The verdict is in: GO GEORGE has earned an outstanding 91% passenger satisfaction rating, reaffirming its role as a vital public transport service that prioritises safety, accessibility, mobility, and affordability. Residents of George have embraced GO GEORGE as more than just a transport system; they see it as a driver of economic growth, environmental sustainability and social upliftment in the region.
This impressive rating stems from the 2024 Macro-, Transport-, Socio-Economic Study (MTSES), an annual passenger satisfaction survey conducted among GO GEORGE users, special-interest groups, and other stakeholders indirectly affected by the service.
A public transport system that drives economic growth
Western Cape Minister of Mobility, Isaac Sileko, emphasised the far-reaching impact of public transport: “An inclusive and well-functioning transport service plays a vital role in economic development, poverty alleviation, social integration, and job creation in communities. We need to know whether GO GEORGE is hitting the mark and, as a provincial partner, we find this survey the optimal tool to obtain feedback on passenger experience regarding system operation. The Total Value Assessment (TVA) approach followed in compiling this survey recognises the non-monetary as well as monetary value of a public transport system, providing crucial information needed for planning and adjustment of the service to meet our passengers’ needs.”
Passenger feedback and key survey insights
The annual survey, commissioned by GO GEORGE and conducted by socio-economic research specialists, aims to assess the macro- and transport-economic impact on the bus service. The data collection took place in all operational areas during October 2024 with face-to-face interviews conducted Monday to Friday, between 07:00 and 17:00.
In addition to passenger interviews, perspectives were gathered from special-interest groups, including the George Association for Persons with Disabilities, staff of George Link (GO GEORGE’s vehicle-operating company), and passengers residing in Thembalethu where the first route to this area was rolled out late in 2023.
GO GEORGE Manager, Morné Lakay, highlighted the significance of the survey’s user-focused methodology, ensuring accurate insights. “The MTSES 2024 was solely dedicated to studying user satisfaction. No non-users were included in the survey, which was conducted with a sample of 28% of GO GEORGE passengers. This helps us to understand passenger trip characteristics and how passengers plan and execute a trip. We get an indication of passenger perceptions in terms of value for money, cost and affordability. Including, but also ringfencing data obtained from the new Thembalethu passengers provides us with invaluable information as we continue rolling out more routes to this area.”
High scores reflect growing satisfaction
Survey results show strong improvement from 2023, reinforcing GO GEORGE’s commitment to delivering reliable, high-quality public transport. Passengers expressed high satisfaction in key areas, including:
- On-board bus accessibility (96%)
- Safety and security on-board (92%)
- Bus drivers driving safely, responsibly, and professionally (97%)
- Reliability of service (97%)
- Bus stop proximity to destinations (94%)
- No criminal behaviour on buses (93%)
- Passengers saying they are paying less by using GO GEORGE (89%)
Affordability and economic impact
George Executive Mayor, Alderman Jackie von Brandis, welcomed the survey’s findings. “The feedback received by our most important stakeholders, our passengers, is extremely valuable and a true testament to the excellent work done by our GO GEORGE bus service. The prioritisation of investing into our public transport system is an absolute necessity, as shown by the results of this survey. Our passengers identify affordability as the most significant benefit of the GO GEORGE service, which is one of the core tenets of subsidised transport services – GO GEORGE trips included. We provide this service so that no person is forced to turn away a job opportunity because they cannot afford to travel to an interview or place of work. As a matter of fact, the policy of free transfers within one hour is very conservatively estimated to have left at least R 43,3 million in the pockets of our passengers since the inception of the service.”
The mayor also noted the broader socio-economic impact of GO GEORGE, including job creation and skills development: “The most consistent direct benefit of the GO GEORGE service is the revenue earned by local companies and related support industries – important ongoing local economic activities with direct local income generation. The economic impact of our bus service on the entire community is immense, improving their quality of life and employment potential. Along with the employment opportunities, there is an ongoing programme of training and skills development associated with the project, resulting in transferrable formal skills in the labour force. The George Municipality is very proud to be a partner in this uplifting and empowering project,” she said.
Handover of feedback report
As part of a visit to George during their annual Premier’s Cycle Tour this week, Western Cape Minister of Mobility handed over the feedback report of the 2024 survey to WC Premier, Alan Winde. The Premier responded by saying that the findings reflect the growing importance of GO GEORGE.
“GO GEORGE is so much more than just a non-metro bus service; it is also a vital economic enabler, connecting our residents to opportunities. It has positively transformed the local and regional economy, directly impacting on the quality of life of thousands of people, including passengers, employees, businesses and service providers. We take pride in the continuous growth and commitment to service excellence of the GO GEORGE service over the past ten years,” he said.