Customer Satisfaction Index - All Modes

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.

Conducting the ‘Customer Satisfaction Index’ 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.

We would like to thank the more than 34,000 people who provided their feedback, either online or face-to-face, for the most recent research, conducted in May 2024.

Public Transport in NSW

Passengers impacted by disruptions due to adverse weather.

Severe adverse weather events in early 2024 affected our public transport passengers, resulting in a slight decline in satisfaction with train timeliness. However, satisfaction with the ‘availability of information about service delays’ has slightly increased compared with six months ago.

As preparation continued during May for the new Sydney Metro expansion, passengers were kept well informed to what to expect with changes to services. Consequently, passengers have remained highly satisfied, particularly with the ‘knowledge of staff’ and ‘information about delays’.

As public transport patronage continued to increase, satisfaction levels for comfort and ‘personal space’ have slightly decreased for buses, light rail and ferries.

Road

Severe weather in early 2024 also impacted road users in NSW, leading to a decline in satisfaction with journey time reliability for private vehicles and motorcycles across the state.

Heavy vehicle users have previously reported low satisfaction with rest areas across NSW. We have been focusing on improving these facilities, and it’s encouraging to see that satisfaction levels have continued to rise.

Active transport users remain highly satisfied, with cyclists increasingly pleased with the ‘ease of connecting to public transport’ and pedestrians appreciating ‘sharing footpaths with others safely’.

Point-to-Point

Satisfaction among users of point-to-point services (taxis, rideshares and hire cars) remains stable overall, with customers most satisfied with their accessibility and convenience.

What’s Next

We will continue engaging with our passengers to gain deeper insights into their experiences across NSW’s transport network. This feedback will guide us in prioritising areas of low and declining satisfaction, helping us work towards delivering a consistently positive experience throughout their journey.