Compared to the previous survey conducted in June, the NPS rose especially in the capital region municipalities (Helsinki +4, Espoo & Kauniainen +6, Vantaa +4) and Tuusula (+7). The score fell in Kerava (-5) and Sipoo (-7). In the long term, the variation in the NPS between the different municipalities has decreased. When examining the differences between zones, the NPS did not fall in any zone, while it increased especially in zone C in Espoo (+9).
Customers highly satisfied with the ease of buying tickets, planning journeys and the location of stops
The respondents were most satisfied with the location of the nearest stop to one’s home (85 percent) and the ease of planning public transport journeys (84 percent). The respondents were also satisfied with the ease of buying tickets (84 percent), despite a three-percentage point decrease compared to the previous survey. In addition, about four out of five respondents (81 percent) felt that using public transport is easy and hassle-free.
The survey included statements on HSL’s brand, inclusion of customers and customer experience for the second time. A large number of the respondents were of the opinion that HSL's public transport services meets their needs, and in this regard, customers satisfaction remained at the same level as in June (78 percent).
Satisfaction with availability of information about service disruptions continued to increase
During the past year, there have been various planned and unexpected service disruptions, but satisfaction with the availability of information about service disruptions has increased.
In September 2023, 45 percent of the respondents felt that they get sufficient information to facilitate travel during disruptions. Now the figure was 58 percent. This represents an increase of up to 13 percentage points from the September 2023 survey. Despite the disruption to Metro services through the Central Railway Station this summer, satisfaction with the availability of information about service disruptions increased slightly compared to the previous survey in June (+3 percentage points).
At the time of the survey in June, the Metro service disruption had just begun, whereas at the time of the survey in September it had ended only a few days earlier, and the respondents assessed the actual effects looking at the recent past. Both in June and September, the respondents were asked how much they estimated the Metro service disruption would affect or had affected their travel. Compared to June, slightly more respondents who use the Metro now felt that the service disruption had no impact on their travel. In addition, the share of respondents who estimated that the Metro service disruption had a significant negative impact on their travel had decreased.
Especially in east Helsinki, Metro passengers' estimates of the impact of the service disruption on travel were more positive in September than in June, and the greatest improvement occurred in satisfaction with signs at stations and stop (+4 percentage points). In east Helsinki, the changes to Metro services required a lot of communications during the summer.
We measure customers' willingness to recommend our services four times a year. The survey is sent out via email to a group of respondents selected from our customer database. The survey yields a Net Promoter Score (NPS), which may vary between –100 and +100. We conduct the surveys in March, June, September and December. In September, a total of 9,743 people responded our survey between 4 September and 11 September.