Public health restrictions fail to dent NSW public transport satisfaction

By Melissa Coade

Wednesday September 1, 2021

Passengers have reported improved ‘safety and security’ on the NSW public transport system, in the latest customer satisfaction survey.
Passengers have reported improved ‘safety and security’ on the NSW public transport system, in the latest customer satisfaction survey. (f11photo/Adobe)

Passengers have reported improved ‘safety and security’ on the NSW public transport system in the latest customer satisfaction survey, with satisfaction levels reportedly high across the board.

Among the state’s suburban and intercity train services, customer satisfaction actually improved from pre-pandemic levels. The public transport train service went up by four points to 93% and bus services were scored to points high with a 94% satisfaction rating. 

NSW minister for transport Andrew Constance released the survey scoring transport performance the first half of 2021 on Tuesday – he said the results were an endorsement of the government’s commitment to keep public transport passengers and staff safe during the pandemic. 

“Every mode of transport has a customer satisfaction rating above 92%, with the highest satisfaction on our ferries at 99%. We acknowledge there have been some disruptions over the past six months but levels of satisfaction overall, particularly for timeliness and convenience, remain higher than before the pandemic,” Constance said. 

The survey found that passenger satisfaction among all point to point industry vehicles had increased. Satisfaction among hire car customers increased by 7 points to 93% satisfaction.

According to the NSW government, the survey was conducted during the Christmas 2020 Northern Beaches COVID outbreak and during a time when masks became mandatory for commuters travelling on the public transport network. 

“It’s great to see overall customer satisfaction continuing to trend upwards. I want to thank our customers for helping us keep their fellow passengers, our staff and the community safe,” Constance said.

“We would like to thank customers who have been working with us during this disruptive time,” he added.


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