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Customer satisfaction surveys
HSL conducts customer satisfaction surveys using onboard questionnaires to measure passengers' satisfaction with public transport services. Questionnaires are distributed on buses, the metro, trams, Suomenlinna ferry and commuter trains in the HSL area. Questionnaires are also distributed at Puistola, Malmi and Malminkartano train stations.
Customer satisfaction surveys are conducted throughout the year, excluding December. The survey gathers opinions from some 51,000 passengers in the entire HSL area. The respondents are asked for their opinion on e.g. keeping to timetables, smoothness of travel and customer service. Customer satisfaction surveys use a five-point scale from 1 to 5 where 5 is the best and 1 is the poorest.
Customer satisfaction surveys use a five-point scale from 1 to 5 where 5 is the best and 1 is the poorest.
Results 2011
In 2011, passengers gave HSL’s public transport services (buses, Metro, trams and commuter trains) an overall score of 3.99. In the previous year, the score was 4.07. Customer satisfaction fell on all modes of transport. The highest overall score, 4.11, was given to the Metro (4.15 in the previous year). The score given to commuter train services fell the most from 2010 (4.10) being 3.74. The score given to bus services was 3.99 (4.05 in the previous year), while tram services received a score of 4.05, which was slightly down from the previous year (4.07).
BEST survey
Helsinki takes part in an international BEST project launched in 2000.The aim of the project is to measure the residents’ satisfaction with local public transport services by applying a benchmarking process in order to increase the use of public transport.
The BEST process involves an annual survey of the strengths and weaknesses of public transport services in the participating cities, an analysis of the results, as well as getting new ideas and learning from other cities. Along with developing their public transport services, the participating cities also compete on being the best city for public transport in Europe.
Helsinki the best
In 2011, five cities participated in the survey: Geneva, Helsinki, Copenhagen, Oslo and Stockholm. The strengths and weaknesses of public transport were studied through telephone interviews of residents conducted simultaneously in all the cities. The content of the interviews was the same in all cities.
Since 2010, the BEST survey conducted in Helsinki covers the entire HSL area; the survey canvasses the opinions of the residents of Helsinki, Espoo, Vantaa, Kirkkonummi, Kerava and Kauniainen. In 2011, a total of nearly 1,700 respondents were interviewed.
The questions asked relate to overall satisfaction, supply, reliability, information, personnel, safety, comfort, value for money, social significance, and public transport loyalty.
In terms of residents’ overall satisfaction, Helsinki has in recent years always been one of the top three public transport cities. In the most recent survey, Helsinki was the best among the five cities that participated in the survey: the share of those satisfied was 78% (79% in 2010). The next were Geneva (75%), Stockholm (72%), Oslo (67%) and Copenhagen (57%). When comparing HSL’s member municipalities, the most satisfied customers were found in Helsinki (82), while the least satisfied customers were in Kirkkonummi (68%).
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