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02 Sep 2021

Customers are feeling more satisfied with their ‘safety and security’ on public transport, despite pandemic disruptions, according to the latest Transport Customer Satisfaction survey released today.

Overall customer satisfaction levels remain high across all modes of transport even with the challenges of COVID-19 and restrictions.

From the very start of the pandemic Transport has 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.

Every mode of transport has a customer satisfaction rating above 92 per cent, with the highest satisfaction on our ferries at 99 per cent. 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.

During this customer satisfaction survey the Northern Beaches outbreak occured, masks became mandatory on public transport and major work was carried out on key transport routes. So we would like to thank customers who have been working with us during this disruptive time.

We have also seen an increase in satisfaction with our levels of customer information, as we have given customers more access to data than ever before so they can plan their trip, choose services that allow for physical distancing and get real-time alerts on what their usual trips look like.

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

Motorcycle riders, who represent the largest growing road user, reported a 5 per cent increase in their overall satisfaction - that is up to 92 per cent in May 2021 – while the satisfaction of road use among cyclists also increased by 2 per cent.

Customer satisfaction among all Point to Point industry vehicles increased, with the highest increase seen for hire car customers, which was up seven per cent to sit at 93 per cent.