26 September 2023

Transport survey tracks opinions

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Transport for NSW (TfNSW) has announced that the latest Transport Customer Satisfaction survey has been completed, revealing that customers are feeling more satisfied with their ‘safety and security’ on public transport, despite pandemic disruptions.

Minister for Transport, Andrew Constance welcomed the findings saying overall customer satisfaction levels remained high across all modes of transport, even with the challenges of COVID-19 and restrictions.

Mr Constance said every mode of transport had a customer satisfaction rating above 92 per cent, with the highest satisfaction on ferries at 99 per cent.

He said customer satisfaction among suburban and intercity train services had improved since before the pandemic, with trains up by four survey points to 93 per cent compared to pre-COVID times, while buses showed a two per cent increase to 94 per cent.

Mr Constance said motorcycle riders, who represented the largest growing road user, reported a five per cent increase in their overall satisfaction – up to 92 per cent in May 2021 – while the satisfaction of road use among cyclists also increased by two per cent.

He said customer satisfaction among all Point-to-Point industry vehicles had increased with the highest levels seen for hire car customers, up seven per cent to 93 per cent.

Mr Constance said the survey period included the Northern Beaches outbreak, masks becoming mandatory on public transport and major work being carried out on key transport routes.

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

“From the very start of the pandemic we set out to ensure our customers and staff remained safe, while continuing to run the public transport network.

“It’s great to see overall customer satisfaction continuing to trend upwards,” Mr Constance said.

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