We measure how willing our customers are to recommend HSL’s services four times a year. In December 2024, our Net Promoter Score was 38, which indicates a good result. 52 percent of the respondents would recommend our services to others, whereas the number of dissatisfied respondents, or detractors, was 14 percent. In September, our Net Promoter Score was 40. Throughout 2024, the score varied between 37 and 40. In 2024, customers travelling with season and multi-journey tickets were the most willing to recommend HSL's services to others.
In addition to the question on the willingness to recommend services to others, the survey also includes a set of statements on various topics. Compared to the previous survey, customer satisfaction in terms of statements on public transport services either increased or remained the same. Overall, satisfaction among the respondents in terms of statements on public transport services increased during 2024.
Coverage and reliability of public transport services perceived as strengths
The number of respondents satisfied with transfers on public transport reached an all-time high at the end of 2024 (77 percent satisfied). Additionally, the number of respondents satisfied with the reliability of public transport and the ease and convenience of travelling increased in 2024. For example, the share of satisfied respondents regarding reliability increased by 6 percent during 2024 (from 71 percent to 77 percent).
The perceived reliability of public transport and the coverage of services were often highlighted in the positive answers. Additionally, the respondents were also of the opinion that the HSL app is easy to use and adds to the smoothness of travel.
Those who purchase tickets via the app are the most satisfied group regarding the ease of buying tickets. Satisfaction with the ease of buying tickets among those who use the HSL card to purchase season and value tickets decreased during the year. This can be explained by the fact that there have been momentary challenges in transferring value and season tickets that have been topped up online to HSL cards as we are in the process of overhauling our tickets and payment methods and upgrading our backend systems.
How we calculate the Net Promoter Score
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. We received a total of 11,527 responses to the previous survey that was carried out between 4 and 12 December 2024.