Passenger satisfaction was highest on light rail and Metro services at 86 percent. On tram services, 81 percent of passengers were satisfied, and on commuter train and bus services, 80 percent of passengers were satisfied.
Passenger satisfaction with punctuality was 87 percent on Metro services, 86 percent on light rail services, 84 percent on commuter train services, 80 percent on tram services, and 70 percent on bus services
Eighty-one percent of passengers felt that ticket inspectors acted politely and professionally. Purchasing tickets was deemed easy by 83 percent of respondents. Forty-six percent of passengers felt that HSL listens to their concerns and is aware of their needs. Additionally, 78 percent of passengers were satisfied with the cleanliness of the vehicles.
Passenger satisfaction with the punctuality of services, and speed and smoothness of travel improved across all modes of transport, with the most significant improvement in punctuality seen on tram services.
The highest overall ratings were given to tram route 13, commuter train Y, and bus route 642.
HSL measures passenger satisfaction with public transport services annually through a survey conducted on bus, tram, Metro and commuter train services. In spring 2025, approximately 24,000 passengers participated in the survey.