News releases
2020 Customer Satisfaction Survey
1 October 2020
Public Transport Customer Satisfaction Survey (PTCSS) 2020
Commuters continued to be satisfied with public transport in 2020, based on the annual Public Transport Customer Satisfaction Survey (PTCSS) commissioned by the Public Transport Council (PTC).
The survey, conducted from October to November 2020, showed that satisfaction levels for public transport remained consistent at 7.8 (out of 10) in 2020, similar to scores in the past four years, even though the proportion of commuters who gave a score of 6 and above, dipped from 99.4% in 2019 to 97.6% in 2020.
PTCSS 2020 Annex – Factsheet [PDF, 453 MB]
Point-to-Point Customer Satisfaction Survey (PCSS) 2020
Commuters were generally more satisfied with Point-to-Point transport (P2P) services in 2020, compared to previous years, according to the 2020 Point-to-Point Transport Services Customer Satisfaction Survey (PCSS). P2P services, on the whole, received a mean satisfaction score of 8.4 (out of 10) in 2020, up from 8.1 in 2019 and 7.9 in 2018.
Commuters’ satisfaction with taxi services improved in 2020 with a mean satisfaction score of 8.5, compared to 8.1 in 2019. Meanwhile, private hire car (PHC) services saw a slight improvement in commuters’ mean satisfaction score from 8.2 in 2019 to 8.3 in 2020.