Customer Satisfaction Survey

Each year we commission an independent survey of customers’ experiences of Metlink public transport in the region. This helps us identify and prioritise improvements for customers, and is also part of our reporting requirements to Waka Kotahi NZ Transport Agency and Greater Wellington. The survey’s independence and thorough on-vehicle survey methodology gives us a robust benchmarked measure of customer experience over time.

Metlink’s most recent survey was conducted during October and November 2020. We typically survey customers in May, but postponed this due to COVID-19. The survey was run while the country was at alert level 1 restrictions, and patronage had stabilised.

Results from this 2020 survey show customer confidence in the Wellington region’s public transport network has increased. The survey results show 94% of customers are overall satisfied with their trip – a 7% rise in satisfaction, compared to 87% in the last full survey undertaken in May 2019. This infographic [PDF, 606 KB] provides a snapshot of the key highlights from the survey. A copy of the full report is available for download below.

Last published: Wednesday, April 29, 2020 at 4:23 PM