According to the autumn 2021 customer satisfaction survey, 86 per cent of passengers were either fairly or very satisfied with HSL’s public transport services, giving the services a rating of 4 or 5 on a scale of 1 to 5.
The average overall rating was 4.09. According to the autumn 2020 customer satisfaction survey, 90 per cent of passengers were either fairly or very satisfied, the average overall rating being 4.16. Compared to the results from autumn 2020, the overall rating declined with all means of transport.
“Especially the problems with commuter traffic services and possibly the adjustment of public transport service supply have impacted the results,” says Tero Anttila, HSL Director of Public Transport Department.
Based on the overall rating, the most satisfied passengers were those using metro services; as many as 90 per cent of metro passengers gave a rating of 4 or 5. On tram services, the share of satisfied passengers was 87 per cent, on bus services 86 per cent and on commuter train services 81 per cent.
78 per cent of passengers were satisfied with the punctuality of HSL’s public transport services. The most satisfied passengers were those using metro services; as many as 90 per cent of metro passengers gave punctuality a rating of 4 or 5. On tram services, the share of satisfied passengers was 84 per cent, on bus services 77 per cent and on commuter train services 62 per cent.
The share of satisfied passengers declined significantly on commuter train services. In the autumn of 2020, 79 per cent of passengers were satisfied with the punctuality of commuter train services.
The customer satisfaction surveys are conducted Monday to Thursday 6am–6pm and on Fridays 6am–4pm. The survey was conducted on bus, tram, metro and commuter train services.
The answers have been weighted based on the number of boardings in autumn 2019. 23,022 passengers took the survey. The survey was conducted between 16 August and 26 November 2021.
Read the report on the autumn 2021 customer satisfaction survey (in Finnish)