The 2024 Public Transport Passenger Satisfaction Survey has revealed a significant drop in passenger satisfaction with the value for money offered by Metlink services. The survey, which canvassed 2,830 customers across 241 bus, rail, and ferry services between May 2 and June 5, reported a 19 percent decline in satisfaction with value for money, bringing the score down to 69 percent. Metlink’s group manager, Samantha Gain, attributed this decline to recent fare increases, compounded by the government’s decision to roll back age-based fare concessions in May. The dissatisfaction was particularly pronounced among regular passengers aged 15 to 24.
While concerns about fare prices and cost-of-living pressures weighed heavily on passengers’ minds, the survey also highlighted several positive trends in Metlink’s service delivery. Despite the drop in perceived value for money, overall trip satisfaction remained high, with 92 percent of passengers expressing contentment with their journeys. Greater Wellington Regional Council’s transport chair, Thomas Nash, acknowledged the mixed results but emphasized the success in other areas.
“It’s encouraging that passengers are largely happy with their trip experience, particularly in terms of ride comfort, vehicle access, and customer service, which all scored in the 90th percentile,” Cr Nash said. He also pointed to a five percent increase in satisfaction related to the reliability, frequency, and capacity of services, crediting these gains to effective driver recruitment and operational improvements.
Further positives included an eight percent increase in satisfaction with the information Metlink provides, now at 84 percent, and a 14 percent jump in satisfaction with how delays and disruptions are communicated, reaching 64 percent. Additionally, the recently upgraded Metlink app saw a 10 percent rise in user satisfaction.
However, the survey also underscored ongoing challenges, particularly in Wairarapa rail services. Only 83 percent of Wairarapa train users reported satisfaction with their trips, compared to a perfect score of 100 percent on the Johnsonville line. Cr Nash acknowledged the need for improvements in this area, noting that new trains scheduled for 2029 and major track renewals planned by KiwiRail would eventually enhance the service. In the meantime, Metlink is working to roll out a new real-time information system later this year to provide passengers with better updates during delays and disruptions.
Cr Nash concluded by calling for more Crown investment to mitigate the impact of unplanned network outages, particularly in the context of bus replacements during train service interruptions. For a comprehensive look at the survey findings, visit the 2024 Public Transport Passenger Satisfaction Survey report: https://www.metlink.org.nz/assets/Customer-Satisfaction-Surveys/Metlink-Public-Transport-Customer-Satisfaction-Survey-June-2024-Public.pdf