According to the 2020 BEST Survey, residents in the HSL area were highly satisfied with public transport services, with 76 per cent of respondents being satisfied.
The results remained consistent with the previous year. This time, the HSL area ranked third in a comparison of European urban regions. The HSL area was outranked by first-time participants Turku and Tampere, where over 80 per cent of residents were satisfied with public transport services.
In the BEST survey, respondents evaluate ten public transport quality factors. The HSL area ranked better than the other BEST cities in many respects. For the first time, the survey included the NPS question used to measure how likely respondents are to recommend the services. The NPS score of the HSL area was clearly higher than that of the other participants.
In the HSL area, residents were more satisfied with the reliability of public transport, travel comfort and availability of information than in the other cities.
The effects of the coronavirus pandemic were reflected in the results. For example, satisfaction with the cleanliness of public transport vehicles was down from 2019 levels. Although the sense of safety on public transport was at about the same level as in the other BEST cities, it was down from the previous year.
Some 2,100 residents from all HSL member municipalities responded to the survey in 2020. The survey ran from January to December. In addition to the HSL area, the participants included Bergen, Copenhagen, Geneva, Oslo, Rotterdam-Haag, Stockholm, Tampere, Trondheim and Turku.
