Customer Satisfaction Index - All Modes

Listening to our passengers across the whole transport network

As we continue to extend the transport network across NSW, it is important that we continue to listen to our passengers to hear about their experiences across different modes of transport for their entire journey.

Conducting 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.

Transport for NSW would like to thank the more than 23,000 people who provided their feedback, either online or face-to-face, for the most recent research, conducted in November 2024.

Public Transport in NSW

Overall satisfaction of public transport services across NSW were close to or above 90 per cent which is consistent to previous results.

In November 2024, there had been improved satisfaction in areas that are important to the overall satisfaction of passengers – namely in Timeliness, Information and Safety.

Road

Since early 2024 there had been some reprieve in extreme weather events across NSW, and so the November 2024 report showed a significant uplift in satisfaction among private vehicles and motorcyclists. Improved satisfaction for Road Quality, Safety and Journey Time Reliability for many drivers across NSW.

Heavy vehicle users continue to report low satisfaction with rest areas across NSW and we will continue to focus on improving these facilities for our Heavy Vehicle users.

Active transport users remain highly satisfied, with cyclists increasingly pleased with ’accessing public transport’ and ‘connecting between bicycle routes’. There has been a significant increase for Safety overall among NSW cyclists, reaching its highest level.

Pedestrians continue to be highly satisfied with ‘accessing public transport’ and their ‘direct access to facilities like schools, workplaces and shops’.

Point-to-Point Services

Satisfaction among users of point-to-point services (taxis, rideshares and hire cars) increased 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.