The STIB is today launching its annual satisfaction barometer, a survey that assesses the satisfaction of users of Brussels public transport. An independent research bureau carries out the barometer on behalf of the Brussels Region. The asks the travelers what they are satisfied with, what could be done differently and what the needs and expectations are. Anyone who wishes can complete the questionnaire on the STIB website until the beginning of December.

In order to improve its offer and its services, STIB must keep its finger on the pulse of the traveler. Created, the satisfaction barometer, which is traditionally received in the fall, is an efficient tool. Brussels public transport users can give their opinion not only about the transport offer, but also about all other aspects: comfort, cleanliness, journey times, passenger information,… The questionnaire covers all possible aspects of STIB’s services. The results allow the Brussels transport company to adapt and implement projects that improve the quality of its services.

Continuous improvement of the grid

This year, in addition to the STIB, several major projects are being carried out with a view to better service for passengers: new bus lines, new M7 metro trains, new hybrid buses, test of a hydrogen bus, delivery of new TNG trams at the end of 2021, higher frequencies, etc. expansions of the network are also planned: the extension of tram 9 in Jette, the construction of new tram lines in Neder-over-Heembeek and Tour & Taxis of the construction of metro line 3. STIB continues to invest in the network to provide services and mobility in Brussels to improve

2020, an extraordinary year

The year 2020 was marked by the corona crisis, which had consequences for the result of the satisfaction barometer. The travelers gave the STIB a score of 7.3/10. A record, because satisfaction has never been so high. Several factors including this score: the decrease in car traffic that has gone for fewer delays in public transport, despite the decreasing number of travelers who have contracted for greater comfort and the enhanced cleaning and disinfection of vehicles and stations.

Happy travelers

In 2020, about 8,500 participants gave their opinion about the services of the STIB. Since last year it is possible to fill in a short version of the questionnaire. That short version focuses on the important aspects, randomly supplemented with questions on specific topics.

The five compositions that emerge in the satisfaction barometer are the frequencies, comfort, punctuality, transfers and journey times. Last year, punctuality took a big step forward. Against the background of the health crisis, cleanliness also made progress, jumping from 10th to 8th place. The passenger characteristics of the STIB in this area. The good progression of the passenger information, the availability of the escalators and the Customer Care service were also striking.

2021 was again a special year for STIB and its travelers, even if it was rich in projects and novelties. What services could travelers enjoy this year? Have their expectations changed? See you in the spring of 2022 for the results.