Research and surveys

We ask customers for their opinions on our services and for their willingness to recommend our services to others four times a year (Net Promoter Score, NPS).

We conducts onboard surveys to measure passenger satisfaction with public transport services in the HSL area. We ask passengers to assess the quality of service operation on a certain route as well as to assess public transport services in the HSL area in general.

We measure customer satisfaction on the metro, train, bus and tram services in the spring and autumn. On Suomenlinna ferry services, customer satisfaction surveys are conducted during the summer months. 

We participate in an annual international survey that compares resident satisfaction with local public transport in a number of European urban regions. The survey is conducted using an online panel and phone interviews.

We conduct field observations to evaluate the quality of public transport fleet in the HSL area. We examine over 8,000 buses, trams, metro trains and commuter trains annually.

We survey perceived safety on commuter train services using a questionnaire. We conduct the survey in cooperation with VR.

Since spring 2020, we have studied the effects of the coronavirus pandemic on mobility and the use of public transport.

Traffic counts allow us to determine the modal share of public transport, to gather information about car and bicycle traffic volumes and to measure the flow of car traffic.

We examine the daily journeys of Helsinki region residents: where people travel from and to and which modes of transport they use. The Travel Survey provides baseline data on residents’ travel habits in the Helsinki region. The previous Travel Survey was conducted in 2018.

We study the use of Park & Ride facilities in the Helsinki region commuting area. 

We conduct ticket surveys to obtain information about people’s use of public transport and the ticket types used. We conduct the surveys on the metro, trains, trams and trunk route buses. 

The transport services we procure include bus, tram, metro, commuter train and Suomenlinna ferry services. We monitor public transport passenger numbers.

We survey Helsinki region residents’ views on the development of housing and transport. The survey is conducted for the purposes of Helsinki Region Land Use, Housing and Transport Plan (MAL).

We develop methods to study mobility and to survey our customers views more effectively and accurately.

We also conduct other surveys and studies related to public transport and mobility.