Reporting back

Passenger satisfaction with the public transport service

Date: 31 December 2018
Reporting Frequency: Annually
Category: Transport & Urban Development


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


In 2018, 95% 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.

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 2018 via on-bus (or on-ferry) intercept surveys with passengers.

A total of 2,021 surveys were completed in Christchurch.

The key findings of the survey were:

Satisfaction with services remains high:

  • Overall, satisfaction with public transport services increases with age.
  • There is also higher satisfaction among less regular passengers. 
  • 82% of Metro users would recommend using public transport in Christchurch to a friend or colleague.
  • The proportion is consistent with previous years.

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

  • Those aged 18 to 34 make up 64% of passengers and are the biggest group of users. 
  • 79% of passengers regularly use public transport (typically several times each week)
  • More people use public transport to get to work or to educational institutes than for personal reasons. 
  • More than half of passengers are employed and one-quarter are students or teachers. 

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.


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