Passengers satisfied with HSL transport services in autumn 2017, satisfaction with punctuality of the Metro and trams down

Last autumn, passenger satisfaction with the punctuality of Metro and tram services was down. As the autumn 2017 survey ended before the opening of the West Metro, the survey results do not include the West Metro. Information about the effects of the West Metro on customer satisfaction will be available later in the spring. HSL will conduct a survey to study the effects of the West Metro in the spring. The survey will be conducted on the Metro, on buses in the West Metro catchment area and on coastal line commuter trains 9 April-8 May. In autumn 2017, passengers were also less satisfied with the availability of timetable and route information. There were no major changes in passenger satisfaction with HSL’s bus services. HSL measures passenger satisfaction with public transport services almost year-round using onboard questionnaires.

According to the autumn 2017 customer satisfaction survey, 88 per cent of passengers were either fairly or very satisfied with HSL’s public transport services, giving the services a rating of 4 or 5 on a scale of 1 to 5. The share of satisfied passengers was the same as in spring 2016. The average overall rating was 4.10.  As the autumn 2017 survey ended before the opening of the West Metro, the survey results do not include the West Metro.

In the autumn, up to 96 per cent of Metro passengers thought that Metro travel is fast and smooth. Metro received the highest overall rating, 4.18, in the survey. In total, 83 per cent of Metro passengers were satisfied with the punctuality of services, which is ten percentage points less than in autumn 2016. Passenger satisfaction with punctuality was affected by the West Metro test runs that started in the late autumn, as well as by the passenger information provided.

New electronic timetable displays at Metro stations were not in use in autumn 2017 and passengers gave feedback about too few platform displays. The new displays were deployed after the opening of the West Metro.

In August, new tram routes were rolled out. Despite an information campaign, passengers did not have time to learn the new bus routes in advance. In total, 82 per cent of tram passengers were satisfied with the punctuality of services, which is five percentage points less than in autumn 2016. The perceived punctuality of tram services also decreased.  Journey times were monitored on all tram routes after the roll out of the new routes and revised timetables came into effect in October 2017. Passenger satisfaction with the punctuality of services improved towards late autumn.

Commuter train passengers gave more neutral ratings for factors measuring satisfaction with the availability and visibility of staff.  Ticket sales by conductors on commuter trains ended in summer 2017. Eighty two per cent of passenger said their journeys pass without disturbances. Measured by the frequency of disruptions, the level of safety on commuter trains was the same as on the Metro.

There were no major changes in passenger satisfaction with HSL’s bus services from autumn 2016 to autumn 2017. Passengers’ satisfaction with how the services meet their travel needs was slightly down in the catchment area of the new North East Helsinki bus routes but on the basis of the overall rating, 87 per cent of residents in North East Helsinki were satisfied with HSL’s bus services, while the average among Helsinki residents was 89 per cent.

Eighty one per cent of passengers were satisfied with the availability of timetable and route information, which is eight percentage points less than in spring 2016.  The new Journey Planner has been in use since spring 2017 and it has received both positive and negative feedback. The Journey Planner is continuously developed based on user feedback.

HSL measures passenger satisfaction with public transport services almost year-round using onboard questionnaires. The surveys are conducted Monday to Thursday 6am–6pm and on Fridays 6am–4pm. In autumn 2017, over 29,000 passengers responded to the survey on bus, tram, Metro and commuter train services. In the survey, passengers assess HSL’s public transport services on a scale of 1- 5.

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