More than 15,000 passengers participated in the 2022 satisfaction barometer and gave the STIB and its services a score of 7.3/10. This major survey, conducted annually by an independent research firm, allows the STIB to assess the impact of its investments and identify priorities for improvement.
Frequencies, connections, driving style, contact with staff, and information in vehicles are some of the elements of the travel experience that are improving the most. In-vehicle comfort and on-time performance, both of which scored 6.9/10 in 2020 and 2021, were stable, despite the increase in ridership and the return of traffic congestion. Passengers had an increased sense of security in 2022.
Of the three modes of transport, the bus had the highest increase in its satisfaction rating. With 6.9/10, it was close to the tram (7.2/10) and the metro (7.3/10). The gradual deployment of the bus plan has made it possible to offer 30% more seats thanks to the reorganisation of routes and the creation of new lines, to better meet the changing needs of passengers. More than 400 new hybrid buses have joined the STIB fleet. Passengers can travel in modern, more environmentally friendly vehicles equipped with audio and screen-based information devices.
Nevertheless, the metro remains the preferred mode of transport for passengers, with a satisfaction score of 7.3/10. This is a slight decline from 2020 and 2021, but still better than before the Covid-19 crisis. In 2022, the reliability of the underground network, which is being transformed and modernised, was put to the test. The availability of vehicles equipped with new signage and security systems could not always be guaranteed, resulting in overcrowding during peak hours. A corrective plan is being implemented and is gradually stabilising the situation. These difficulties were compounded by the growing presence of homeless people in the stations. The phenomenon reached such proportions over the past year that it is impacting passenger satisfaction with cleanliness, feeling of safety and the experience in the stations. This delicate societal issue requires a coordinated and structural approach from all the stakeholders involved. The government, in collaboration with the voluntary sector, plans to set up a pilot project at Porte de Namur station. For its part, the STIB is working hard through prevention actions and always strives to use the most humane approach possible.