The satisfaction of STIB passengers increased in 2020. The satisfaction barometer, carried out annually by an independent consultancy, gave STIB an overall score of 7.3/10 (compared with 7.1 in 2019). 81% of respondents gave STIB a score of 7 or more for quality of service in general. This represents a 5% increase in satisfaction compared to 2019.
The improvement in satisfaction with the metro is the most marked. It increased from 7.2 to 7.5/10. But it also increased for trams (7.2 compared to 7.1) and buses (6.7 compared to 6.6).
The top five customer priorities were service frequency comfort, punctuality, connections and journey times. Cleanliness also gained ground among travellers' concerns, increasing from 10th to 8th place. This is a likely consequence of the health crisis.
Among the priorities, the biggest increase in satisfaction was in punctuality (+0.4). Health measures related to the pandemic reduced traffic and congestion. This had an immediate effect on the punctuality and efficiency of aboveground public transport. And therefore on customer satisfaction.
[ See the results of the survey ]