Customer satisfaction high among passengers
According to the spring 2022 customer satisfaction survey, passengers feel safe on HSL public transport. A total of 83 per cent of passengers felt safe using public transport in the current coronavirus situation. In the spring of 2021, 74 per cent of passengers were of this opinion.
89.3 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 4.18. Respectively, in the spring of 2021, 89.7 per cent of passengers were either fairly or very satisfied, the average overall rating being 4.19.
Based on the overall rating, the most satisfied passengers were those using metro services; as many as 93 per cent of metro passengers gave a rating of 4 or 5. On tram services, the share of satisfied passengers was 91 per cent, on bus services 88 per cent and on commuter train services 86 per cent.
Metro passengers most satisfied with punctuality of services
80 per cent of passengers were satisfied with the punctuality of HSL’s public transport services. The most satisfied passengers were those using metro services; 90 per cent gave punctuality a rating of 4 or 5.
On tram services, the share of passengers satisfied with the punctuality of services was 83 per cent, on bus services 76 per cent and on commuter train services 73 per cent. The share of customers satisfied with commuter train services increased drastically from last spring, when the share of satisfied customers was 59 per cent.
The customer satisfaction surveys are conducted annually from Monday to Thursday 6am–6pm and on Fridays 6am–4pm. The survey was conducted on bus, tram, metro and commuter train services from 10 January to 20 May 2022. 26,500 passengers took the survey.