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.
We compare the results of the autumn 2025 survey with the results of the survey conducted at the same time the previous year. Many things have improved compared to the previous year.
The 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 autumn customer satisfaction survey, the overall score we received was 4.14/5 (10/2024: 4.29/5).
In the study, customers’ willingness to recommend public transport was measured with the NPS score. OSL received an NPS recommendation index of 51 (10/2024: 53). The score is very good for a public operator. The NPS index range is from minus 100 to 100.
Satisfied with departures and drivers
In the survey questions regarding departures, we received results above four in all areas: Driver friendliness 4.33 (10/2024: 4.28), driver driving style 4.34 (10/2024: 4.31), cleanliness and condition of the bus 4.25 (10/2024: 4.19), and punctuality of the departure 4.23 (10/2024: 4.24).
Service generally considered good
In other service-related questions, all areas scored above four: availability of information on routes and schedules 4.45 (10/2024: 4.42), ticket products and purchasing them 4.39 (10/2024: 4.35), and routes and schedules 4.13 (10/2024: 4.11).
For the zoneless fixed price model, customers gave a rating of 4.26.
How the survey was conducted
The OSL customer satisfaction survey was handled by Vitec Software Group AB. The company’s interviewers collected responses from people aged over 15 traveling on buses during weeks 44–46. Customers were able to respond to the survey during their journey using a tablet or paper form provided by the interviewer.
A total of 2,709 responses were received. Thank you to all the respondents!