Customer satisfaction with Helsinki Region public transport services remained high in 2018. The region ranked second, after Geneva in first place, in the BEST survey (Benchmarking in European Service of Public Transport) of eight European cities and regions. According to the 2018 BEST survey, 75 percent of citizens in the area served by Helsinki Region Transport (HSL) reported satisfaction with their public transport services. In Geneva, which topped the ranking for the fourth consecutive year, 83 percent of citizens were satisfied with public transport.
HSL’s service area topped many of the scales of the BEST survey. For example, citizen willingness to recommend public transport was markedly higher in the Helsinki Region than elsewhere. Customer satisfaction with the reliability of services and passenger comfort were the highest in the Helsinki Region.
The survey respondents evaluated their public transport services by 10 criteria. Citizens in the HSL service area reported higher satisfaction than in previous surveys with disruption information and the value for money. HSL customers were also more satisfied with the quality of the public transport fleet than in the previous survey conducted in 2017.
Satisfaction among HSL customers was improved by the HSL app, improved disruption information and cuts in mobile ticket prices at the beginning of the year.
“The reforms carried out by HSL in 2018 were among the factors that improved customer satisfaction,” confirms Sini Puntanen, Director of Transport System and Research Department at HSL. “Our customers have also noted the increasingly modern and environmentally friendly fleet serving the HSL area.”
Although HSL ranked high in the BEST survey, the overall satisfaction of citizens with public transport in the HSL service area declined by 3 percentage points from 2017. Customers were more dissatisfied with the reliability of public transport and travel times. Respondents in Espoo were the most critical of all in the HSL service area. Their dissatisfaction reflects the extension of the Metro to Espoo and especially the switch to feeder services in South Espoo.
In addition to the HSL service area and Geneva, the 2018 BEST survey comprised Bergen, Copenhagen, Oslo, Trondheim, Rotterdam and Stockholm. The HSL survey was taken by approximately 2,100 citizens representing all HSL member municipalities.