A record number of responses were received to the R-traffic customer satisfaction survey

The City of Riihimäki conducts a customer satisfaction survey once a year for R-transport (regular transport and R-ride). At the beginning of the year, a record number of responses were received for the 2025 survey – 274. Approximately 77 percent of the responses were given via the online survey and the rest on paper response forms.

In the survey, respondents were asked to rate various topics on a scale of 1–5.

The survey yielded the following ratings (2024 rating in parentheses):

• R-transport (lines and R-ride) works well as a whole 3,5 (3,6).
• Drivers are friendly and customer service oriented 3,9 (4,0).
• Drivers' driving style is safe and considerate of passengers 3,7 (3,9).
• The buses are clean and in good condition 3,6 (3,6).
• Buses stay well on schedule 3,2 (3,3).
• The prices for single tickets are reasonable 4,2 (4,2).
• The prices of other ticket products are a reasonable 3,9 (4,0).
• Finding timetable and route information and directions is easy 3,2 (3,6).
• Schedule and route information is clear 3,2 (3,5).
• The waiting areas at the stops are good and it is easy to get on and off 3,2 (3,1).

The majority of verbal responses wished for more bus services or gave either positive or negative feedback about the drivers. Several responses also gave feedback on keeping to schedules or wished for improvements in the quality of bus stops or their winter maintenance.

There was also a lot of positive and negative feedback about R-kyyti and ordering it. Other issues raised in the responses included the clarity of schedules and the bus fleet.

Keeping to schedules will be improved starting in the autumn.

The aim is to improve the service level of R-traffic whenever possible. However, increasing traffic often means that service must be reduced somewhere else. The aim is also to improve the clarity of timetable and route information in future timetable publications. From autumn 2025, it will be easier to stick to timetables on those lines that are often late.

Cooperation with the operator regarding driver activities and bus fleet will be intensified. Problem situations that occur in R-kyyti will always be reviewed and the R-kyyti system and practices will be developed when problems arise from them.

The quality of the stops is improved a few stops at a time every year. Improving the quality also makes winter maintenance of the stops easier.

The Riihimäki public transport website can be found at www.riihimaki.fi/joukkoliikenne.