{"help": "https://data.nsw.gov.au/data/api/3/action/help_show?name=package_show", "success": true, "result": {"author_email": null, "creator_user_id": "7406334a-25dc-4de0-9c8b-3ac327d044db", "id": "05143b1e-c95e-4227-882b-383a29443e60", "isopen": true, "license_id": "cc-by", "license_title": "Creative Commons Attribution", "license_url": "http://www.opendefinition.org/licenses/cc-by", "maintainer": null, "maintainer_email": null, "metadata_created": "2024-10-24T22:25:04.006684", "metadata_modified": "2026-04-25T22:25:59.429892", "name": "2-customer-satisfaction-index-all-modes", "notes": "People often use different modes of transport at various times for a range of reasons, so it is important that we continue to listen to how people in NSW rate their experiences throughout their entire journey.\r\n\r\nConducting the \u2018Customer Satisfaction Index\u2019 helps us gain insight into the experiences of our transport users, which helps us focus our efforts on improving transport services to meet the needs of NSW residents.\r\n\r\nWe would like to thank the more than 11,000 people who provided their feedback, either online or face-to-face, for the most recent research, conducted in November 2025.\r\n\r\n##Public Transport in NSW##\r\nOverall customer satisfaction for trains, buses, ferries, light rail, and metro remains high, with satisfaction levels between 90-98%.\r\nPassengers were most satisfied with attributes like ticketing, safety & security, and accessibility across the different modes.\r\nAreas with lower satisfaction include cleanliness, information about service delays, and comfort (e.g. seat availability).\r\n\r\n##Road##\r\nOverall customer satisfaction for private vehicles, heavy vehicles, motorcycles, bicycles, and walking is between 58-91%.\r\nUsers were most satisfied with journey time reliability, safety, and road quality & design.\r\nAreas with lower satisfaction include customer service, information about road closures/delays, and facilities for heavy vehicles and cyclists.\r\n\r\n##Point-to-Point##\r\nOverall customer satisfaction for taxis, rideshare, and hire cars is between 88-92%.\r\nUsers were most satisfied with convenience and accessibility.\r\nAreas with lower satisfaction include information provided and customer service.\r\n\r\n##What\u2019s Next##\r\nThis report is one of Transport for NSW regular surveys to measure customer satisfaction across the public transport, roads, and point-to-point transport networks. The results are used to identify areas for improvement and drive accountability for continual enhancement of the transport system in NSW.", "num_resources": 7, "num_tags": 1, "organization": {"id": "83ac2e16-3767-445a-ac37-98d7c152e8a8", "name": "transport-for-nsw", "title": "Transport for NSW", "type": "organization", "description": "[Transport for NSW](http://www.transport.nsw.gov.au/) is the integrated transport authority in NSW, responsible for improving the customer experience, planning, program administration, policy, regulation, procuring transport services, infrastructure and freight. ", "image_url": "https://data.nsw.gov.au/data/images/TfNSW.png", "created": "2013-05-26T22:11:35.695267", "is_organization": true, "approval_status": "approved", "state": "active"}, "owner_org": "83ac2e16-3767-445a-ac37-98d7c152e8a8", "private": false, "state": "active", "title": "Customer Satisfaction Index - All Modes", "type": "dataset", "unpublished": "false", "url": null, "version": null, "extras": [{"key": "harvest_portal", "value": "Transport"}, {"key": "harvest_url", "value": ""}], "resources": [{"cache_last_updated": null, "cache_url": null, "created": "2024-10-23T07:29:55", "datastore_active": false, "datastore_contains_all_records_of_source_file": false, "format": "VISUALISATION", "hash": "", "id": "5aa9b725-3c18-43b9-b564-e11dbdec3c04", "last_modified": null, "metadata_modified": "2026-04-25T22:25:59.544527", "mimetype": null, "mimetype_inner": null, "name": "Transport for NSW Customer Satisfaction Index -  Interactive Dashboard", "package_id": "05143b1e-c95e-4227-882b-383a29443e60", "position": 0, "resource_type": null, "size": null, "state": "active", "tracking_summary": {"total": 0, "recent": 0}, "url": "", "url_type": null}, {"cache_last_updated": null, "cache_url": null, "created": "2026-04-23T01:35:42", "datastore_active": false, "datastore_contains_all_records_of_source_file": false, "format": "PDF", "hash": "", "id": "2089dbb2-894d-447f-95ca-46232f4061d5", "last_modified": null, "metadata_modified": "2026-04-25T22:25:59.544739", "mimetype": "application/pdf", "mimetype_inner": null, "name": "Customer Satisfaction Index Nov 2025", "package_id": "05143b1e-c95e-4227-882b-383a29443e60", "position": 1, "resource_type": null, "size": null, "state": "active", "tracking_summary": {"total": 0, "recent": 0}, "url": "https://opendata.transport.nsw.gov.au/data/dataset/39273583-913f-457b-9c29-d9a8b358012c/resource/b3f7ccf3-eb33-47a7-b058-f713f7521a54/download/customer-satisfaction-reports-november-2025.pdf", "url_type": null}, {"cache_last_updated": null, "cache_url": null, "created": "2024-10-23T07:31:34", "datastore_active": false, "datastore_contains_all_records_of_source_file": false, "format": "PDF", "hash": "", "id": "30a6ca19-394a-4e99-85f3-4683970907e1", "last_modified": null, "metadata_modified": "2026-04-25T22:25:59.544882", "mimetype": "application/pdf", "mimetype_inner": null, "name": "Customer Satisfaction Index May 2024", "package_id": "05143b1e-c95e-4227-882b-383a29443e60", "position": 2, "resource_type": null, "size": null, "state": "active", "tracking_summary": {"total": 3, "recent": 1}, "url": "https://opendata.transport.nsw.gov.au/data/dataset/39273583-913f-457b-9c29-d9a8b358012c/resource/29854c12-ceed-45e6-955a-f653d0585465/download/customer-satisfaction-index-may-2024.pdf", "url_type": null}, {"cache_last_updated": null, "cache_url": null, "created": "2024-10-23T07:32:09", "datastore_active": false, "datastore_contains_all_records_of_source_file": false, "format": "PDF", "hash": "", "id": "09975ccc-50ee-4ab6-9924-289bf5b34a37", "last_modified": null, "metadata_modified": "2026-04-25T22:25:59.545019", "mimetype": "application/pdf", "mimetype_inner": null, "name": "Customer Satisfaction Index Nov 2023", "package_id": "05143b1e-c95e-4227-882b-383a29443e60", "position": 3, "resource_type": null, "size": null, "state": "active", "tracking_summary": {"total": 0, "recent": 0}, "url": "https://opendata.transport.nsw.gov.au/data/dataset/39273583-913f-457b-9c29-d9a8b358012c/resource/67f45322-3e02-49e3-9534-644ea8036c83/download/customer-satisfaction-public-report-combined_november-2023.pdf", "url_type": null}, {"cache_last_updated": null, "cache_url": null, "created": "2024-10-23T07:34:27", "datastore_active": false, "datastore_contains_all_records_of_source_file": false, "format": "PDF", "hash": "", "id": "ead7b631-6932-405d-902f-ace96e2b49b6", "last_modified": null, "metadata_modified": "2026-04-25T22:25:59.545153", "mimetype": "application/pdf", "mimetype_inner": null, "name": "Customer Satisfaction Index Nov 2022", "package_id": "05143b1e-c95e-4227-882b-383a29443e60", "position": 4, "resource_type": null, "size": null, "state": "active", "tracking_summary": {"total": 0, "recent": 0}, "url": "https://opendata.transport.nsw.gov.au/data/dataset/39273583-913f-457b-9c29-d9a8b358012c/resource/0185cb34-57ad-42a0-ad4f-c4eaae3c5e58/download/cst124-customer-satisfaction-report-nov22.pdf", "url_type": null}, {"cache_last_updated": null, "cache_url": null, "created": "2024-10-23T07:35:09", "datastore_active": false, "datastore_contains_all_records_of_source_file": false, "format": "PDF", "hash": "", "id": "dfa5efe8-fd9f-418b-9ad7-df0795863026", "last_modified": null, "metadata_modified": "2026-04-25T22:25:59.545300", "mimetype": "application/pdf", "mimetype_inner": null, "name": "Customer Satisfaction Index May 2022", "package_id": "05143b1e-c95e-4227-882b-383a29443e60", "position": 5, "resource_type": null, "size": null, "state": "active", "tracking_summary": {"total": 0, "recent": 0}, "url": "https://opendata.transport.nsw.gov.au/data/dataset/39273583-913f-457b-9c29-d9a8b358012c/resource/29ea9b12-45e1-4587-8f76-5df2e70d56c8/download/customer-satisfaction-combined-public-report_with-appendix_may2022.pdf", "url_type": null}, {"cache_last_updated": null, "cache_url": null, "created": "2024-10-23T07:35:36", "datastore_active": false, "datastore_contains_all_records_of_source_file": false, "format": "PDF", "hash": "", "id": "0e9540d1-9309-4964-be82-2f611172e28d", "last_modified": null, "metadata_modified": "2026-04-25T22:25:59.545433", "mimetype": "application/pdf", "mimetype_inner": null, "name": "Customer Satisfaction Index May 2021", "package_id": "05143b1e-c95e-4227-882b-383a29443e60", "position": 6, "resource_type": null, "size": null, "state": "active", "tracking_summary": {"total": 0, "recent": 0}, "url": "https://opendata.transport.nsw.gov.au/data/dataset/39273583-913f-457b-9c29-d9a8b358012c/resource/9c782b39-fab5-4a5c-b504-b03d4b30a69a/download/customer-satisfaction-index-may-2021.pdf", "url_type": null}], "tags": [{"display_name": "insights", "id": "5640bd4e-2b8d-4831-a8ef-f4972a5c111e", "name": "insights", "state": "active", "vocabulary_id": null}], "groups": [], "relationships_as_subject": [], "relationships_as_object": [], "likes": 0, "tracking_summary": {"total": 0, "recent": 0}}}