Customer Satisfaction Index

We continue to listen to our passengers.

The experience and opinions of people using the NSW transport network continue to be important to us. By conducting the ‘Customer Satisfaction Index’ bi-annually, we can continually understand how people using our public transport and road network rate their journeys and it can help us prioritise our efforts to ensure transport services meet the expectations and needs of NSW people.
Transport for NSW would like to thank the more than 27,000 people who provided their feedback either online or face-to-face for the most recent research, conducted in November 2023.

Public Transport

Passenger satisfaction for public transport remained stable across NSW.

We understand that timeliness of trains is important to the experience and satisfaction of train passengers and have focussed on continual improvements on this. 

Importantly, train passengers have told us that they are increasingly satisfied with the Timeliness of trains. In the latest November 2023 research, passengers reported a 3% increase in satisfaction for the ‘frequency of services’ and similarly a 3% increase for ‘trains turning up on time’ over six months.

The NSW Bus Taskforce was established in 2023 to address areas impacting bus passengers. Since May 2023, satisfaction among passengers of outer metro bus services increased by 6% and satisfaction among passengers of metro services remained stable.

Efforts to address issues on buses relating to the NSW driver shortage, has seen improvements in satisfaction relating to bus Timeliness and Comfort with a 2% increase for both ‘seat availability’ and ‘personal space on board’ across NSW. Passengers of Outer Metro services reported an increase of 4% for a ‘bus turning up on time’.

Satisfaction on Light Rail, Ferry and Sydney Metro services remain exceptionally high with the highest satisfaction being reported for Safety by our passengers of these services.


Users of NSW roads had felt the impact of several adverse weather events in 2022. With a commitment and continued efforts to repair and restore NSW roads, drivers are now reporting significant improvements in their experience on NSW roads.

Overall satisfaction increased to 90% for both private vehicle users and motorcyclists with each group reporting an improvement in ‘quality and smoothness of roads’.

Our commitment to improving rest areas across NSW for heavy vehicles continues. There has been some increase in satisfaction with the quality of rest areas among heavy vehicle users.

Active transport users have reported their highest levels of satisfaction. Cyclists reported a 4% increase in satisfaction overall and increased satisfaction across all areas. Importantly, satisfaction has increased in areas that are most important to cyclists; travel time, reliability of travel time and safety. 

Pedestrians continue to report their highest levels of satisfaction increasing to 91% with the greatest improvement in satisfaction for road lighting.


Satisfaction among users of point-to-point services (taxis, ride share and hire car) remains stable overall. Customers remain most satisfied with their accessibility and convenience. They also remain least satisfied with information across each of these services.

What’s Next

We will continue to engage our passengers to ask about what matters to them and continue to strive for a positive, seamless public transport experience for the people of NSW. Focus will continue to be prioritised in areas of low and declining satisfaction.

Customer Satisfaction Index Dashboard

You can also access the latest Customer Satisfaction results and all historical data using our interactive dashboard by clicking on the link below.

View dashboard


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