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.\r\n\r\nConducting 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.\r\n\r\nWe 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.\r\n\r\n##Public Transport in NSW##\r\nPassengers impacted by disruptions due to adverse weather.\r\n\r\nSevere 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.\r\n\r\nAs 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’.\r\n\r\nAs public transport patronage continued to increase, satisfaction levels for comfort and ‘personal space’ have slightly decreased for buses, light rail and ferries.\r\n\r\n##Road##\r\nSevere 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.\r\n\r\nHeavy 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.\r\n\r\nActive 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’.\r\n\r\n##Point-to-Point##\r\nSatisfaction among users of point-to-point services (taxis, rideshares and hire cars) remains stable overall, with customers most satisfied with their accessibility and convenience.\r\n\r\n##What’s Next##\r\nWe 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.

人们出于各类缘由会在不同时段选择不同的交通出行方式，因此持续倾听新南威尔士州（NSW）民众对其全程出行体验的评价至关重要。

开展"客户满意度指数"调研，有助于我们深入了解交通出行使用者的体验，从而助力我们精准投入资源优化交通服务，以满足新南威尔士州居民的出行需求。

本次最新调研于2024年5月开展，我们谨向通过线上或线下方式提供反馈的3.4万余名受访者致以诚挚谢意。

##新南威尔士州公共交通##
受恶劣天气引发运营中断影响的乘客。

2024年初的极端恶劣天气事件对本州公共交通乘客造成影响，导致列车准点率满意度小幅下滑。但相较于六个月前，民众对"服务延误信息的可获取性"的满意度略有提升。

5月期间，悉尼地铁新线路扩建工程仍在筹备中，运营方已向乘客充分告知服务变更相关事宜。因此乘客整体满意度仍维持在较高水平，尤其对"工作人员专业素养"以及"延误相关信息"两项的满意度突出。

随着公共交通客流量持续攀升，巴士、轻轨及轮渡的"舒适度"与"个人空间"相关满意度均出现小幅下滑。

##道路出行##
2024年初的极端恶劣天气同样影响了新南威尔士州的道路使用者，致使全州范围内私家车与摩托车的行程时间可靠性满意度出现下降。

此前，重型车辆使用者对新南威尔士州境内的休息区满意度较低。我们一直致力于优化此类设施，令人欣喜的是，相关满意度持续攀升。

主动出行（Active Transport）使用者的满意度仍维持高位：骑行者对"接驳公共交通的便捷性"好评度不断提升，行人则对"安全共享步道"表示认可。

##点对点出行服务##
点对点出行服务（出租车、网约车及租车服务）使用者的整体满意度保持稳定，用户对其"可达性"与"便捷性"的满意度最高。

##未来规划##
我们将持续与乘客开展沟通，深入挖掘其在新南威尔士州交通网络中的出行体验。本次反馈将指导我们优先优化满意度偏低及呈下滑趋势的服务领域，助力我们为乘客打造全程始终如一的优质出行体验。