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Passenger satisfaction with the public transport service

Date: 25 March 2021
Reporting Frequency: Annually
Category: Air Quality, Transport, Urban Development


95% of passengers are satisfied or better with the public transport service.


In 2020, 96% of passengers reported they were satisfied or better with the overall public transport service.

About this goal

Our urban public transport network links all parts of Greater Christchurch, as well as the nearby towns of Rangiora, Kaiapoi, Woodend, Pegasus, Waikuku, Rolleston, Templeton, Springston, Lincoln and Prebbleton.

This data is updated annually through our Metro user survey.

Why does it matter?

Our region is constantly changing, along with what the public wants, needs and expects from a public transport service. We regularly evaluate Canterbury’s public transport service to ensure needs can be met and customers are satisfied.

The Metro user survey helps us to understand:

  • who is using public transport
  • what the level of satisfaction is with the network service, including frequency, reliability, value for money, and driver attitude
  • how users view information and infrastructure as part of their experience
  • how users view the services provided by different bus operators.

What's being done?

The results of our annual survey (along with other feedback through our Metroinfo team and via community groups) help Environment Canterbury to determine what initiatives we should prioritise.

This research was conducted in 2020 via on-bus (or on-ferry) intercept surveys with passengers.

A total of 2,000 surveys were completed in Christchurch.

The key findings of the survey were:

  • overall, satisfaction with public transport services remains high among existing users, especially to those aged 65+
  • 55% of users rate the trip satisfaction as 9 or 10. This is the first time in five years that has seen an increase in high satisfaction levels.
  • ease of getting information and feelings of personal security, among other things, received the highest levels of satisfaction
  • almost 90% of Metro users are likely to recommend it to others – this is the highest recommendation level reported to date.

The demographic profile of Metro users is broadly consistent with profiles from previous years

  • most users are under 35 (53%)
  • Metrocard is by far the most common form of payment, with 81% of users paying for their trip with their Metrocard (up from 75% in 2019)
  • 76% of public transport users are taking trips several times a week or more
  • over half of passengers are employed full or part time, with work being the most common trip at 39%
  • 6 in 10 of those surveyed do have a driver’s license, which indicates that public transport is helping to take cars off the road.

Find out more


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