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Auckland Transport

Public transport is on the up

Aucklanders are loving the on-going improvements to public transport.

The latest customer satisfaction survey done for Auckland Transport for the year to September 2017 shows overall satisfaction across bus, trains and ferries has risen to 91%.

Those levels compare well to Wellington at 92% and Sydney at 89% (Nov 2016).

Brendon Main, Group Manager AT Metro Operations says satisfaction levels have been rising year on year as AT has introduced more services that are more punctual and reliable.

Customer satisfaction for rail services has jumped the most from 79.0% in June 2013 to 93.7% now. Over the same period satisfaction with bus services has leapt from 80.2% to 90.5%.

Mr Main says, “Our customers are loving the changes we’re making. Over the past four years we’ve introduced AT HOP, electric trains, double decker buses, Simpler Fares, more services and a new stations and there are more improvements on the way.”

Auckland Council Planning Committee chair Councillor Chris Darby says is also pleased with the improved performance. “I use the ferry daily and I’m happy to see the satisfaction level is sitting at 91% overall.

“We’re in the midst of a public transport revolution, with record levels of patronage. Aucklanders have a growing appetite for bus, ferry and rail travel, and making this reliable and easy to use is a key priority.

“We’ve come a long way in the past few years but we can still do better. I’m looking forward to more services rolling out across the next year, and to enhancing the punctuality and reliability to bring satisfaction closer to 100%.”

Overall public transport boardings totalled 89.4 million boardings for the 12 months to August 2017, an increase of 7.1%, or 6.0 million boardings in a year.

The number of passengers using the AT HOP card has risen from 89 to 92%. Again, this is world-class in terms of uptake.

The Auckland Transport Customer Satisfaction Survey was conducted by Gravitas Research, in the 12 months to September 2017 there were 10,796 surveys done.

Check out the public transport overall customer satisfaction graph (PDF 142KB).