High overall rating for public transport services
According to the autumn 2022 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 share of satisfied passengers was the same in the autumn of 2021.
The most satisfied passengers were once again those using metro services; 87 per cent gave a rating of 4 or 5. On tram and bus services, the share of satisfied passengers was 86 per cent. The figure was slightly smaller, 84 per cent, on commuter train services.
Tram passengers most satisfied with punctuality of services
The most satisfied passengers were those using tram services; 79 per cent gave punctuality a rating of 4 or 5. 77 per cent of passengers using metro services were satisfied with punctuality. With bus services, the figure was 76 per cent and, with commuter train services, 75 per cent. In autumn 2021, as many as 90 per cent of passengers using metro services were satisfied with the punctuality of services, whereas the corresponding figure was only 62 per cent for commuter train services.
According to the survey from autumn 2022, 87 per cent of passengers were of the opinion that ticket inspectors conduct themselves in a polite and professional manner. 87 per cent thought that buying a ticket is easy. 50 per cent of the respondents felt that HSL listens to passengers and takes their needs into account. 79 per cent of passengers were satisfied with the cleanliness of public transport vehicles.
The customer satisfaction surveys are conducted annually from Monday to Thursday 6am–6pm and on Fridays 6am–4pm. In autumn 2022, the survey was conducted on bus, tram, metro and commuter train services from 15 August to 18 November. Nearly 22,000 passengers took part in the survey.