Customer satisfaction remained high – light rail passengers the most satisfied
According to the autumn 2023 customer satisfaction survey, 86 percent of passengers were either fairly or very satisfied with HSL public transport, giving the services a rating of 4 or 5 on a scale of 1 to 5. The result was the same as in autumn 2022. In autumn 2023, light rail passengers were the most satisfied: 90 percent of light rail passengers gave the services a rating of 4 or 5. On the metro services, the proportion of satisfied passengers was 89 percent, on tram services 88 percent, on bus services 85 percent, and on commuter train services 84 percent.
According to the autumn 2023 survey, 79 percent of passengers were satisfied with the punctuality of services. Compared to the results from autumn 2022, the proportion of satisfied customers increased by two percentage points. In autumn 2023, metro passengers were the most satisfied with the punctuality of services; 87 percent gave punctuality a rating of 4 or 5. The figure was up by ten percentage points from the previous year. On the light rail services, the proportion of passengers satisfied with the punctuality of services was 86 percent, on tram services 81 percent, on commuter trains services 80 percent, and on bus services 73 percent. Tram and commuter train passengers were more satisfied with the punctuality of services than in the previous autumn.
Light rail passengers were highly satisfied: 90 percent of them were either fairly or very satisfied with HSL public transport, giving the services a rating of 4 or 5 on a scale of 1 to 5. Passengers were satisfied with the cleanliness of vehicles (91 percent), signs at stops (91 percent), and waiting conditions (84 percent). During the survey period, 95 percent of passengers were either fairly or very satisfied with the operator. Eighty six percent of passengers were satisfied with the punctuality of services, while 87 percent felt that the driver’s driving style was pleasant. Eighty nine percent of passengers said their journeys pass without disturbances.
In autumn 2023, 51 percent of respondents felt that HSL listened and paid attention to customers. Purchasing tickets was deemed easy by 85 percent of respondents, while 81 percent were satisfied with the cleanliness of public transport vehicles. A total of 39 percent of passengers were of the opinion that extending the metro from Matinkylä to Kivenlahti made their journeys faster, while 30 percent said that extending the metro from Matinkylä to Kivenlahti increased their use of public transport.
We conduct customer satisfaction surveys year round from Monday to Thursday 6am–6pm and on Fridays 6am–4pm. In autumn 2023, the survey was conducted on bus, tram, metro and commuter train services between 14 August and 27 November, on light rail services from 23 October. About 25,000 passengers took part in the survey. The survey results have been published at: https://hsl.louhin.com/asty/
Proportion of customers willing to recommend HSL’s services significantly up from September
In December 2023, our Net Promoter Score (NPS) was 37. The NPS measures how likely respondents are to recommend our services. A total of 51 percent of respondents were willing to recommend our services, whereas 15 percent voiced criticism. Our NPS improved and the number of respondents willing to recommend our services increased compared to the survey conducted in September. In September, our NPS was 25.
With the exception of one municipality, the score increased in all municipalities and in all zones. The NPS was highest in zone B in Helsinki (41) and lowest in zone C in Espoo (16). The score increased most in zone B in Espoo and Kauniainen (+21).
Respondents were most satisfied with the ease of buying tickets (85 per cent). Those mainly using multi-journey tickets (92 percent) or season tickets (91 percent) on the HSL app were the most satisfied. Those using multi-journey tickets or HSL card or HSL app season tickets were the most willing to recommend our services. The score was the lowest among those who buy single tickets from sales points or ticket machines.
Satisfaction with resident engagement, HSL’s brand and responsibility increased from the previous measurement. Satisfaction with the value for money and the suitability of the ticket options also improved from September.
A total of 9,713 people responded to the survey conducted in December. We measure how willing customers are to recommend our services four times a year. The survey is carried out via email, and the respondents are selected from our customer database. The survey yields a Net Promoter Score (NPS), which may vary from –100 to +100. The surveys are conducted in March, June, September and December.