Public Transport

Service measure 28: Percentage of customers satisfied with Metro public transport services.

Target: 95% or more satisfaction.

Result: 96% of customers were satisfied, exceeding the 95% target.

The Metro User survey confirms satisfaction levels of passengers across our network at a point in time. Independent research company Purple Ink surveyed 2,200 individual Metro users in Waitaha Canterbury on our behalf during April and May 2025. This included Metro users in Greater Christchurch and MyWay by Metro users in Timaru. The final summary reports from Purple Ink were received in July 2025. The 2024/25 result is consistent with the previous year.

Service measure 29: Number of trips per capita per year in Greater Christchurch and Timaru.

Target: 25 trips or more per capita.

Result: 27 trips per capita, surpassing the target of 25. The result for 2023/24 was 27.2 trips (unaudited result).

This is a new measure for 2024/25. To determine results, we aggregate patronage data from our ticketing systems for Greater Christchurch and the Timaru district and divide it by the total populations of these areas using estimates sourced from Stats NZ/Tatauranga Aotearoa. The 2024/25 result is consistent with the previous unaudited result from 2023/24.

Service measure 30: Percentage of fleet that meets quality criteria.

Target: 80% or more of fleet.

Result: 90% of the fleet met quality standards, above the 80% target. In 2023/24, 87% of the fleet met quality standards.

We undertake quality audits of the vehicle fleet on a continual basis throughout the year and aim to audit each vehicle at least once per quarter. Each audit includes inspecting the exterior and interior of the vehicle. The 2024/25 result is consistent with the previous year. The improved result is a result of the new vehicles that joined the fleet during 2024/25.

Service measure 31: Number of safety-related incidents (passengers and drivers) per 100,000 passenger trips.

Target: 3 or less incidents.

Result: 1.7 incidents recorded, meeting the target of 3 or less. The result for 2023/24 was 2.0 incidents (unaudited result).

This is a new measure for 2024/25. It helps us understand and influence the customer experience on our network so that our customers have a positive and safe experience. In 2023/24, a baseline of 2 incidents per 100K passenger trips was established. The 2024/25 result is attributed to the implementation of the Metro customer support team. Learn more about our new Metro customer support team.

Service measure 32: Percentage of bus and ferry services that start on time.

Target: 95% or more for both bus and ferry services.

Result: While 95% of bus services started on time, only 92% of ferries started on time, meaning the overall target was not achieved. In 2023/24, 96% of bus services started on time and 97% (unaudited result) of ferry services started on time.

In 2024/25, 95% of bus services started on time, however, the percentage of ferry services that started on time was not achieved due to several factors, including the larger capacity of the new vessel affecting the time it takes for passengers to board and disembark, as well as the operational characteristics of this service, for example weather changes, harbour vessel movements, weekend demand, etc. Both Bus and Ferry service targets were met in 2023/24, noting that the Ferry result was unaudited.

Service measure 33: Percentage of total kilometres travelled by zero-emission vehicles.

Target: 19% or more kilometers travelled.

Result: In 2024/25, 29% of kilometres travelled were by zero-emission vehicles, surpassing the target of 19%. In 2023/24, the result was 18% of total kilometres travelled (unaudited result).

This is a new measure for 2024/25. We measure the total number of kilometres travelled by zero-emission vehicles compared to the total kilometres travelled by all vehicles in the Metro fleet. The improvement in 2024/25 is a result of the reallocation of zero-emission fleet across the network.

Service measure 34: Percentage of customers satisfied with Total Mobility services.

Target: 95% or more customer satisfaction.

Result: 95% of customers were satisfied, meeting the target.

The Total Mobility user survey was conducted by independent researcher Purple Ink on our behalf during April and May 2025. 400 phone surveys of Total Mobility customers were conducted. The 2024/25 result is consistent with the previous year.