According to the latest customer satisfaction survey by OSL, an increasing number of people would recommend public transportation. The willingness to recommend was measured using the Net Promoter Score (NPS) index, which ranges from -100 to 100. In the survey conducted in April this year, OSL’s NPS score was 55 (2024: 46). This result can be considered very good for a public transportation operator.
When comparing the results of the April 2025 survey with the survey conducted at the same time last year, scores increased in almost all areas. The survey used a rating scale of 1 to 5, where one is the worst and five is the best.
OSL’s overall service rating was 4.31/5. The overall rating has improved by 0.07 percent compared to the previous year.
Buses and timetables
Among the areas studied, the cleanliness and condition of the buses saw the largest increase (+0.14%). In questions related to schedules, the scores exceeded four on a scale of one to five for the friendliness of the driver at 4.32 (04/2024: 4.31) and the driver’s driving style at 4.35 (04/2024: 4,29), the cleanliness and condition of the bus received a score of 4.05 (04/2024: 3.91) and the punctuality of the service scored 4.25 (04/2024: 4.29).
Other areas
Other areas in the survey included the availability of information on routes and timetables, which received a score of 4.49 (04/2024: 4.37), ticket products and purchasing them scored 4.41 (04/2024: 4.37), and routes and timetables scored 4.16 (04/2024: 4.09).
Research method
The research was carried out by Roidu Oy. In April 2025, 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 2,881 responses were collected.
Thank you to all respondents!