Customer Satisfaction Survey (Asty)

We conduct onboard surveys to measure passenger satisfaction with public transport services in the HSL area. During the winter timetable season from August to May, we conduct surveys on bus, tram, Metro and commuter services. In summer, from June to August, we run the survey on Suomenlinna ferry services.

More information: Antti Vuorela, firstname.lastname@hsl.fi

60,000 respondents a year

Approximately 60,000 passengers complete the customer satisfaction survey every year. The survey is conducted using a brief questionnaire completed by passengers during their journey.

The number of questionnaires is proportional to the number of passengers on the route under examination and the final results are weighted by the number of passengers on the route. We use the results, for example, for the purposes of improving public transport services, training public transport staff, and calculating quality incentives for tendered services.