Our Net Promoter Score remained high

In March 2024, our so-called NPS (Net Promoter Score) was 38. The NPS measures how likely respondents are to recommend our services. A total of 51 percent of the respondents were willing to recommend our services, whereas 13 percent voiced criticism towards HSL’s services. In December 2023 the figure was 37.

The Net Promoter Score increased from the previous survey in Helsinki, Kirkkonummi and Siuntio. The figure decreased, in particular, in Sipoo and Tuusula. The score increased most in zone A in Helsinki (+8) and in zone C in Espoo (+4) and decreased in zones B and D in Espoo and Kauniainen.

The respondents were most satisfied with the ease of buying tickets (87 percent). The respondents were also satisfied with the location of their nearest stop to home (85 percent) and the ease of planning public transport journeys (85 percent).

Satisfaction with the value for money of public transport and with the range of tickets available increased from December. Those mainly using HSL card or HSL app season tickets were the most willing to recommend our services. The score was the lowest among those who mainly buy single tickets from sales points or ticket machines.

A total of 10,689 people responded to the survey conducted in March. 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.