Perception survey: what do passengers think of public transport in Île-de-France?

Perception of the quality of service on the RATP network

Methodology:

• 4 modes surveyed: Metro, RER, Tramway, Bus
• 10 stations per line
• 2 stops per bus line surveyed on 55 lines of the RATP network
• 33,839 regular customers surveyed face-to-face at the chosen sites (platforms, stations and stopping points)

2025

Île-de-France Mobilités places the passenger at the heart of its concerns. This is why, in addition to the technical operating indicators (punctuality, availability of equipment, etc.), a survey measures the perception of the quality of service. It makes it possible to analyze the feelings of users during their daily trips. This survey is very important, because it allows us to identify the actions to be taken as a priority in order to meet the expectations of passengers.

Semi-annual perception indicator score: 88.4%

Details of the scores by criterion:

• Information in normal situations: 93.6%
• Passenger contact: 96.1%
• Punctuality: 90%
• Sales and validation: 90.4%
• Access to stations, stations and stops: 86.1%
• Cleanliness: 81.8%
• Information in a disrupted situation: 83.7%

Annual indicator score by mode of transport:

• RER: 83.3%
• Bus + Tram: 86.6%
• Tramway: 86.5%
• Metro: 88.2%

Source: Île-de-France Mobilités

My customer journey on the RATP – Metro network

This infographic describes the customer experience in the metro, divided into three stages: arrival at the station, waiting on the platform and journey on board. Illustrations accompany the data.

When I arrive at my usual station:

• Information on the expected date of return to service in the event of a breakdown : 81.2% satisfaction.
• Breakdown repair time : 78% satisfaction.
• Operation of the lifts in the station : 90.8% satisfaction.
• Operation of ticket vending machines : 90.4% satisfaction.
• Signage : 95.9% satisfaction.
• Operation of the turnstiles, ticket validators : 91.7% satisfaction.
• Operation of the escalators in the resort : 87.5% satisfaction.
• Cleanliness in the station : 86.3% satisfaction.

When I'm on the dock:

• Information on screens : 94.4% satisfaction.
• Information in the form of a poster : 94.7% satisfaction.
• Wait time to get in touch with an agent : 95.8% satisfaction.
• Agent efficiency : 96.7% satisfaction.
• Friendliness of agents : 97.6% satisfaction.
• Regularity : 86.5% satisfaction.

When I'm on board the metro:

• Cleanliness on board : 76.8% satisfaction.

Indicator score per line:

• Line 1: 94.3%
• Line 2: 89.5%
• Line 3: 88.2%
• Line 3bis: 88.2%
• Line 4: 90.1%
• Line 5: 88.1%
• Line 6: 87%
• Line 7: 82.1%
• Line 7bis: 82.1%
• Line 8: 83.4%
• Line 9: 87.9%
• Line 10: 87.1%
• Line 11: 88.8%
• Line 12: 87.3%
• Line 13: 83.2%
• Line 14: 93%

Focus on the disrupted situations:

• Rate of receiving information in a disturbed situation : 62.2%

Among those who received information:

• Delay in the information : 89.4% satisfaction.
• Communication of the time of resumption : 78.8% satisfaction.
• Quality of the audio announcement : 86.4% satisfaction.
• Information given on the cause : 81.7% satisfaction.
• Updating of information : 88.6% satisfaction.
• Usefulness of the information : 85.4% satisfaction.

Source: Île-de-France Mobilités – Results as of 30 June 2025.
The scores indicate the share of travelers who say they are satisfied or very satisfied.

My customer journey on the RATP network – Bus + TVM

This infographic describes the customer experience in buses and TVM (Trans-Val-de-Marne), divided into two stages: at the bus stop and on board the bus. Illustrations accompany the data.

When I arrive at my usual stop:

• Quality of the stop at the curb : 90.8% satisfaction.
• Information on screens : 74.6% satisfaction.
• Information in the form of a poster : 86.3% satisfaction.
• Regularity : 67.1% satisfaction.

When I'm on the bus:

• Operation of turnstiles and ticket validators : 95.6% satisfaction.
• Agent efficiency : 93.2% satisfaction.
• Friendliness of the agents : 93.4% satisfaction.
• Cleanliness on board : 87.7% satisfaction.
• Compliance with requested stops : 96.4% satisfaction.

Overall satisfaction score:

• BUS + TVM indicator score : 86.6% satisfaction.

Focus on the disrupted situations:

• Rate of receipt of information in a disrupted situation : 12.2%.

Of those who received information:

• Delay in the information : 84.7% satisfaction.
• Information given on the cause : 82.7% satisfaction.
• Quality of the ad : 85.8% satisfaction.
• Usefulness of the information : 84.4% satisfaction.

Source: ��le-de-France Mobilités – Results as of 30 June 2025.
The scores indicate the share of travelers who say they are satisfied or very satisfied.

My customer journey on the RATP - Tramway network

This infographic illustrates the customer experience on the Tramway network, in two stages: the wait on the platform and the journey on board. Visual illustrations accompany the data.

When I'm on the dock:

• Information on screens: 90.2% satisfaction. Illustration of a display screen.
• Operation of ticket vending machines: 84.2% satisfaction.
• Information in the form of a poster: 94.1% satisfaction.
• Wait time to get in touch with an agent: 93.3% satisfaction.
• Friendliness of agents: 92.9% satisfaction.
• Agent efficiency: 91.2% satisfaction.
• Cleanliness in the station: 81% satisfaction.
• Regularity: 83.9% satisfaction.

When I'm on board the Tramway:

• Operation of turnstiles and ticket validators: 91.5% satisfaction.
• Cleanliness on board: 78.3% satisfaction.

Indicator score per line:

• Q1: 80.5%
• Q2: 89.6%
• Q3a: 86.7%
• Q3b: 85.4%
• Q5: 90.6%
• Q6: 91.2%
• Q7: 90.5%
• Q8: 87.6%

Focus on the disrupted situations:

• Rate of receiving information in a disrupted situation: 31.1%
• Delay in the information: 84.8% satisfaction.
• Information given on the cause: 82% satisfaction.
• Quality of the information given: 89.2% satisfaction.
• Usefulness of the information: 87.3% satisfaction.

Source: Île-de-France Mobilités – Results as of 30 June 2025.
The scores indicate the share of travelers who say they are satisfied or very satisfied.

My customer journey on the RATP - RER network

This infographic describes the customer experience on the RER network, broken down into three stages: arrival at the station, waiting on the platform and journey on board. Illustrations accompany the data.

When I arrive at my usual station:

• Operation of the elevators in the station: 85.7% satisfaction.
• Information on the expected date of return to service in the event of a breakdown: 71.8% satisfaction.
• Breakdown repair time: 73.2% satisfaction.
• Signage: 94.2% satisfaction.
• Operation of turnstiles and ticket validators: 90.2% satisfaction.
• Operation of ticket vending machines: 87.2% satisfaction.
• Operation of the escalators in the resort: 89.2% satisfaction.
• Cleanliness at the station: 87.8% satisfaction.

When I'm on the dock:

• Information on screens: 91.8% satisfaction.
• Information in the form of a poster: 91.8% satisfaction.
• Wait time to get in touch with an agent: 94.1% satisfaction.
• Agent efficiency: 97.1% satisfaction.
• Friendliness of your interlocutor: 97.1% satisfaction.
• Consistency: 74.5% satisfaction.

When I am on board the RER:

• Compliance with the planned stations served: 92.2% satisfaction.
• Cleanliness on board: 75.9% satisfaction.

Indicator score per line:

• Line A: 87.2%
• Line B: 81.9%

Focus on the disrupted situations:

• Rate of receiving information in a disrupted situation: 64.1%
• Delay in the information: 83.2% satisfaction.
• Communication of the time of resumption: 69.6% satisfaction.
• Quality of the audio announcement: 85.3% satisfaction.
• Information given on the cause: 76% satisfaction.
• Updating of information: 77% satisfaction.
• Usefulness of the information: 80.6% satisfaction.

Source: Île-de-France Mobilités – Results as of 30 June 2025.
The scores indicate the share of travelers who say they are satisfied or very satisfied.

Perception of the quality of service on the SNCF network

Methodology:

• 397 stations surveyed
• On the 16 lines of the Transilien network
• 40,879 regular customers surveyed face-to-face on the docks

2025

Île-de-France Mobilités places the passenger at the heart of its concerns. This is why, in addition to the technical operating indicators (punctuality, availability of equipment, etc.), a survey measures the perception of the quality of service. It makes it possible to analyze the feelings of users during their daily trips. This survey is very important because it allows us to identify the actions to be taken as a priority in order to meet the expectations of passengers.

Annual Perception Indicator Score: 79.9%

Details of the scores by criterion:

• Information in normal situations: 90.9%
• Passenger contact and cleanliness of spaces: 87.8%
• Punctuality: 63.8%
• Sales: 85.4%
• The Elevator (Elevators/Escalators): 86.1%
• Passenger information and management of disrupted situations: 74.9%

Annual indicator score per line:

• Line D: 73.6%
• Line E: 75.8%
• Line B: 76.5%
• Line C: 78%
• Line P: 78.9%
• Line T4: 83.5%
• T12 line: 80.9%
• Line A: 81.1%
• Line J: 81.2%
• R-line: 81.7%
• Line H: 83.2%
• U-line: 84.1%
• Line L: 84.6%
• Line N: 85.1%
• Line K: 85.4%
• T13 line: 86.3%
• Line T11: 87%

Source: Île-de-France Mobilités

My customer journey on the SNCF - Transilien network

This infographic describes the customer experience on the SNCF's Transilien network, divided into three stages: arrival at the station, waiting on the platform and journey on the train. Illustrations accompany the data.

When I arrive at my usual station:

• Operation of the lifts: 86.2% satisfaction.
• Signage: 94.1% satisfaction.
• How ticket validators work: turnstiles, gates, terminals: 92% satisfaction.
• Functioning of the vending machines: 78.7% satisfaction.
• Operation of the escalators: 86% satisfaction.
• Cleanliness at the station: 87.5% satisfaction.

When I'm on the dock:

• Information on screens: 89.8% satisfaction. Illustration of display screens.
• Information in the form of paper posters: 88.8% satisfaction.
• Efficiency of agents: 91.2% satisfaction.
• Friendliness of the agents: 94.1% satisfaction.
• Compliance with the scheduled schedules/frequency: 63.8% satisfaction.

When I'm on board the Train:

• Cleanliness on board: 78.5% satisfaction.

Source: Île-de-France Mobilités

Focus on disrupted situations (SNCF - Transilien)

This infographic details passenger information and communication during disrupted situations on the SNCF Transilien network. It is divided into two parts: on the platform and on the train.

Rate of receiving information in a disturbed situation: 53.7%

When I'm on the dock:

• Delay in the information: 71.3% satisfaction.
• Information provided on the time of resumption of traffic/timetable for the next train/tram: 66.6% satisfaction.
• Sound quality of the ad: 84.8% satisfaction.
• Information given on the cause of the disruption: 68% satisfaction.
• Quality of the information provided on alternative solutions: 82.2% satisfaction.
• Updating of information: 75.7% satisfaction.
• SNCF support for providing information in a disrupted situation: 76.1% satisfaction.

At the quay (details of the scores by criterion in a disturbed situation): Illustration of icons representing each criterion.

• Delay in reporting: 70.4%
• Restart time/next train: 65.8%
• Sound quality: 85.4%
• Cause Information: 67.1%
• Alternatives: 82.2%
• Updating of information: 75.4%
• SNCF coverage: 76.1%

On board (details of scores by criterion in disturbed situations):

• Time to Inform: 73.9%
• Restart time/next train: 68.9%
• Sound quality: 83.4%
• Cause Information: 70.6%
• Alternatives: 82.3%
• Discount: 76.5%
• SNCF coverage: 76.1%

Source: Île-de-France Mobilités - Results as of 30 June 2025

The scores indicate the share of travelers who say they are satisfied or very satisfied. For lines T4, T11 and the Esbly-Crécy branch of line P (now T14), only surveys carried out from 1 January to 22 March are taken into account for the SNCF Transilien network.