BEST Survey: HSL area offered more reliable public transport than other cities

In the BEST comparison, residents of different European cities evaluate public transport in their local area using eight different quality factors. In 2023, the HSL area did better than other cities in many aspects. For example, respondents in the HSL area rated the reliability of public transport services and availability of information about the services as high.


In the 2023 BEST Survey, the HSL area stood out especially in terms of the reliability of public transport services, availability of information and travel comfort. In the HSL area, the respondents gave these factors significantly higher ratings than in the other cities. The HSL area ranked in the top three cities for all three aspects.

Overall, respondents’ satisfaction with public transport in the HSL area remained at the same level as in 2022. The only factor with which respondents were significantly less satisfied than in 2022 was the value for money offered by public transport.

The HSL area had the third highest NPS

The HSL area’s Net Promoter Score, which measures respondents’ willingness to recommend public transport services to others, was the third highest in the survey. In many other cities, the NPS was negative.

Overall, the HSL area ranked fourth after Turku, Tampere and Geneva. Stockholm, Bergen, Oslo, Rotterdam, Reykjavik, Copenhagen and Trondheim ranked behind the HSL area.

From a regional perspective, the respondents’ satisfaction with public transport increased from 2022 in zone D, which includes Kerava, Kirkkonummi, Sipoo, Siuntio and Tuusula. Satisfaction with services also improved in Vantaa but decreased among Helsinki residents.

Between 2015 and 2023, in the HSL area, respondents’ satisfaction with public transport disruption information as well as information at stops and stations has improved in particular.

Satisfaction with the cleanliness and modernity of the vehicles has also increased, which is probably due to significant investments in new vehicles on both rail and bus services over the past ten years.

A total of about 2,200 people in the HSL area responded to the survey either in an online panel or by phone. The participants were randomly selected from among residents, so the study also reached those who use public transport rarely or not at all.