The respondents were most satisfied with the ease of buying tickets (87 per cent), the location of the nearest stop to one's home (84 percent) and the ease of planning public transport journeys (84 per cent). During the past year or so, customer satisfaction has risen in terms of information provided in case of service disruptions. Compared to the survey that was conducted last September, there was an increase of 10 per cent in the level of satisfaction with disruption information.
The survey conducted in June featured new statements regarding HSL’s brand and the participation of customers and customer experience. Of these new statements, “Public transport serves my needs” was given the highest score; 78 per cent of the respondents at least somewhat agreed with the statement.
Compared to the previous survey, the Net Promoter Score increased especially in zone B in Espoo and Kauniainen (+4). The score decreased in Helsinki (-5), Kirkkonummi and Siuntio (-4). However, the variation in the Net Promoter Score between the different municipalities has decreased over the years. When examining the differences between various zones, the score decreased in zone A in Helsinki (-10).
The survey was sent to customers only a couple of days after the Central Railway Station Metro Station was closed, which means that the effects of the disruption to Metro services were not yet too visible in the survey results. Compared to the previous survey conducted in March, customers were more satisfied with how they are informed of service disruptions. There was a slight decrease in the Net Promoter Score and the level of satisfaction with the quality statements in the core areas of Helsinki. In addition, those respondents in central Helsinki who felt that the disruption to Metro services would have a negative impact on their travelling were most concerned about their ability to use public transport or said that they would try to avoid using public transport.
We measure how willing customers are to recommend our services four times a year. The survey is sent out via email to a group of respondents selected from our customer database. The survey yields an NPS score (Net Promoter Score), which may vary from –100 to +100. We conduct the surveys in March, June, September and December.