Survey: Passenger Satisfaction with Rail Services Improved by 0.8 Points Y-o-Y

dnes 15:43
Bratislava, 20 July (TASR) - Passenger satisfaction with services provided by state-run passenger carrier ZSSK is growing, with the overall satisfaction index reaching 65.6 points in the first half of 2025, up 0.8 points year-on-year (y-o-y), according to a survey conducted by Go4insight agency for ZSSK in the first half of 2025 on a sample of several thousands of regular passengers aged 16+, ZSSK reported earlier this week. Passengers appreciated most the reliability of trains, punctuality and better information about delays. "It's no coincidence that people perceive trains as more punctual and reliable. It's the result of long-term efforts at better traffic coordination, real-time information and an emphasis on operational discipline," stated the company, which expects the trend of growing satisfaction to continue in the second half of 2025. The national carrier posted the most significant improvement in the area of train service reliability. Satisfaction with train punctuality increased by 5.1 points when compared to the final quarter of 2024, and with the availability of information about delays by 3.2 points. ZSSK partly ascribed this to the increased availability of digital information channels. Passenger satisfaction also increased in the field of ZSSK services and products, in particular with a higher number of trains dispatched per day, with follow-ups to other trains and buses, as well as with total travel times. Satisfaction with travel comfort remained stable when compared to last year, with people positively assessing the cleanliness of the carriages and toilets, as well as the attitude of the ticket inspectors. Meanwhile, negative evaluations appeared as well, with passengers having negative feelings about the closure of ticket offices and the introduction of a surcharge when buying tickets at railway stations. In the second quarter of 2025, satisfaction with the availability of sales points and the suitability of fares decreased by 1.2 points (each). The company is therefore considering taking further steps to mitigate the impact of these changes. People travel by train mainly for work, school and visiting their families. A total of 64 percent have alternative transport options for the given purpose available, but still choose trains. ZSSK sees the reason for this in the fact that rail transport is practical, comfortable and saves time. ko/df
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