Customer Satisfaction Index - All Modes

Listening to our passengers across the whole transport network

Transport is a vital part of our everyday lives, connecting communities and ensuring people can safely access jobs, goods, and essential services.

As the transport network grows across NSW, it is important the NSW Government continues to hear from people about their experiences across all modes of transport.

Transport for NSW thanks the more than 33,000 people who provided their valuable feedback, either online or face-to-face, for the most recent research, conducted in May 2025.

Conducting the Customer Satisfaction research helps us gain important insights into the experiences of transport users.

Similar disruptions recorded during our last Customer Satisfaction Survey, such as adverse weather events, have continued to impact passenger journeys during this period.

Transport will continue to use this community feedback to help us focus our efforts on improving our growing networks to meet the needs of NSW communities.

Public Transport in NSW at a glance

Overall satisfaction among train passengers in NSW is sitting at 84 per cent. Transport recognises the significant period of disruption on our rail network due to severe weather and industrial action. We thank passengers for their patience during this time as we continue to focus on maintenance and reliability.

Other public transport services across NSW were close to or above 90 per cent, which is consistent to previous results.

Sydney metro and ferry passengers continue to report exceptionally high levels of satisfaction at 98 per cent.

In May 2025, train and bus passengers were most satisfied with ticketing, while safety was rated most positively on Sydney metro and ferries, and accessibility on the light rail.

Also, satisfaction improved in areas that are important to the overall satisfaction of passengers – namely in timeliness for light rail, information for buses and customer service for ferry services.

We will continue to focus on improving key areas – information, timeliness of our services and incident management, to help our passengers on their journeys especially during times of disruption.

Road

Extreme flooding events continued to impact our road users in May 2025, with heavy vehicle users reporting the greatest decline in overall satisfaction to 52 per cent, down by 14 per cent in the last period.

The greatest decline in satisfaction was recorded for ‘journey time reliability’ and facilities like rest areas.

Overall satisfaction for other road users largely remained steady and close to or above 90 per cent.

Active Transport

Overall satisfaction increased among bike riders to reach a record high of 93 per cent and satisfaction among walkers held its highest level of satisfaction of 91 per cent. Satisfaction improved in journey time reliability, accessing public transport connections and access to public spaces.

Walkers reported an improvement in conditions of footpaths, ease of accessing public transport connections and their personal feeling of safety.

Improved road surfaces, clearer signage and more timely disruption information supported high satisfaction for private vehicle, motorcycle and active transport users.

We will continue to focus on key areas of satisfaction including journey time reliability which will be even important with more frequent and disruption weather disruptions.

Point-to-Point Services

Satisfaction among users of point-to-point services (taxis, rideshares and hire cars) remained steady overall across NSW, with customers most satisfied with their accessibility and convenience.

What’s Next

Transport for NSW 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.