In OSL’s latest customer satisfaction survey, ratings for different aspects of the public transport service improved compared to a year ago in all but one category. However, the overall ratings given to the service declined from the previous year.
Customer focus and partnership are important to us. OSL designs public transport services, and the practical implementation of the service is handled by our partners, i.e., the bus line operators. Together with the bus line operators, we are responsible for customer satisfaction. It is close to our hearts that our customers trust us and our work.
We map customer experiences with our service twice a year. Many factors affect the travel experience, including timetables, ticket options, and clear communication. The quality of the service is also significantly influenced by customer service on the bus and the cleanliness of the vehicles.
The spring 2026 survey measured customers’ opinions on statements using a numerical scale from 1 to 5, where one was very bad, two fairly bad, three average, four fairly good, and five very good. If desired, the customer could choose the option “I don’t know” for a statement.
Slightly decreased overall ratings still high
In the spring 2026 customer satisfaction survey, the overall score we received was 4.16/5 (03/2025: 4.31).
In the study, customers’ willingness to recommend public transport was measured with the NPS score. OSL received an NPS recommendation index of 51 (03/2025: 55). Despite the slight decrease, the score is higher than for example two years ago, and very good for a public operator. The NPS index range is from minus 100 to 100.
When compared with the survey conducted at the same time the previous year, the results of the latest customer satisfaction survey showed improvements in every service category except one.
Customers are more satisfied with departures and drivers than before
In the survey, ratings for all questions regarding departures increased compared to a year ago. In addition, every question received a score above four on a scale of one to five: friendliness of the driver at 4.38 (03/2025: 4.32) and the driver’s driving style at 4.44 (03/2025: 4.35), the cleanliness and condition of the bus received a score of 4.18 (03/2025: 4.05) and the punctuality of the service scored 4.26 (03/2025: 4.25).
Customer satisfaction remains high across other areas of the service
In other service-related questions, all areas scored above four: availability of information on routes and schedules 4.48 (03/2025: 4.49), ticket products and purchasing them 4.55 (03/2025: 4.41), and routes and schedules 4.17 (03/2025: 4.16).
For the zoneless fixed price model, customers gave a rating of 4.30.
How the survey was conducted
The research was carried out by Vitec Roidu Oy Ltd. In March 2026, research interviewers collected responses through a tablet survey and paper forms from passengers on buses. The target group was individuals aged 15 and older. A total of 3,000 responses were collected.
Thank you to all respondents!