Every two years, the cantons of Basel-Stadt, Basel-Landschaft, Solothurn, and Aargau carry out a comprehensive passenger survey on customer satisfaction in public transport. About 7,300 travelers took part in the latest customer survey, which concluded at the end of 2021. The survey was carried out in buses, trams, and trains on over 230 regional lines. The results revealed that overall, customers satisfaction has increased over the last two years, with values ​​ranging between 77 and 80 out of a total of 100 possible points.

While some services were rated equally, more than half of the services were rated as improved compared with previous years. The performance of staff (drivers and control personnel, attended sales points, ticket sales by drivers) were rated particularly good, with scores between 78 and 89 points, and information options (81 points) and online ticket sales (85 to 87 points) received similarly high ratings. With values ​​of 89 to 90 points, the feeling of security during the day was very high, whereas at night it was significantly lower, only reaching values ​​between 65 and 67 points, especially at the bus stops.

The adjustments to the Disability Equality Act had an effect on the bus stop infrastructure, which was rated significantly better in all cantons. Customers still see room for improvement in terms of seating (which received 56 to 58 points out of 100), as well as weather protection at bus stops (64 to 71 points). 

When it came to punctuality, public transport performed better than in past years. The survey showed values ​​that have improved by 3 to 5 points, to 75-76 points for scheduled connections and to 76-80 points for punctuality. 

While all of this is good news, the improved values are partly related to the effects of the pandemic. As fewer people used public transport, there was greater seat availability on buses, trams, and trains, as well as more space for standing or for luggage, prams, wheelchairs, etc. In addition to riding comfort, reliability and punctuality also increased because, among other things, there were less users and less road traffic. But overall, the Swiss public transport system continues to live up to its good reputation!

For more details on the customer survey in Baselstadt, go to https://www.mobilitaet.bs.ch/oev/oev-angebote/oev-kundenbefragungm, and for Baselland, visit http://baselland.ch/politik-und-behorden/direktionen/bau-und-umweltschutzdirektion/raumplanung/OeV/kundenzufriedenheitsumfrage.

photo credit: © kanton basel-stadt

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