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 11,000 people who provided their feedback, either online or face-to-face, for the most recent research, conducted in November 2025.

Public Transport in NSW

Overall customer satisfaction for trains, buses, ferries, light rail, and metro remains high, with satisfaction levels between 90-98%. Passengers were most satisfied with attributes like ticketing, safety & security, and accessibility across the different modes. Areas with lower satisfaction include cleanliness, information about service delays, and comfort (e.g. seat availability).

Road

Overall customer satisfaction for private vehicles, heavy vehicles, motorcycles, bicycles, and walking is between 58-91%. Users were most satisfied with journey time reliability, safety, and road quality & design. Areas with lower satisfaction include customer service, information about road closures/delays, and facilities for heavy vehicles and cyclists.

Point-to-Point

Overall customer satisfaction for taxis, rideshare, and hire cars is between 88-92%. Users were most satisfied with convenience and accessibility. Areas with lower satisfaction include information provided and customer service.

What’s Next

This 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.