Reporting back

Passenger satisfaction with the public transport service

Date: 01 August 2019
Reporting Frequency: Annually
Category: Transport & Urban Development


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


In 2019, 96% of passengers reported they were satisfied or better with the overall public transport service.

About this goal

This data is updated annually through our Metro User survey. The 2020 survey process has been delayed due to the COVID-19 impact on public transport.

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 2019 via on-bus (or on-ferry) intercept surveys with passengers.

A total of 2,200 surveys were completed in Christchurch.

The key findings of the survey were:

Satisfaction with services remains high:

  • Overall, satisfaction with public transport services remains high among existing users, especially so among those aged 65+.
  • Ease of getting on/off the bus and feelings of personal security have the highest satisfaction ratings.
  • 87% of Metro users are likely to recommend it to others – this is a 5% increase on 2018 and is the highest level of recommendation to date.

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

  • Those aged 16 to 34 make up 61% of passengers and are the biggest group of users, however there were more retirees using the service, from 8% in 2018 to 17% in 2019.
  • 77% of passengers regularly use public transport (daily or several times each week).
  • More people use public transport to get to work than for personal reasons.
  • More than half of passengers are employed (56%) and 19% are students. 

Find out more

Plans to improve public transport in Canterbury.

Visit for up to date travel information.

Find out how ratepayer funding supports this work with our Rates Tool.


Back    Top