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
• 69,381 regular customers surveyed face-to-face at the chosen sites (platforms, stations and stopping points)

2024

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: 86.9%

Details of the scores by criterion:

• Information in normal situations: 92.3%
• Passenger contact: 96.1%
• Punctuality: 88.8%
• Sales and validation: 89.3%
• Access to stations, stations and stopping points: 83.4%
• Cleanliness: 79.1%
• Information in a disrupted situation: 82.6%

Annual indicator score by mode of transport:

• RER: 83.6%
• Bus + Tram: 85.2%
• Tramway: 85.5%
• Metro: 86.3%

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: 76.2% satisfaction.
• Breakdown repair time: 77.4% satisfaction.
• Operation of the lifts in the station: 84.4% satisfaction.
• Signage: 94.3% satisfaction.
• Operation of the turnstiles, ticket validators: 84.6% satisfaction.
• Operation of ticket vending machines: 89.8% satisfaction.
• Operation of the escalators in the resort: 89.9% satisfaction.
• Cleanliness at the station: 86% satisfaction.

When I'm on the dock:

• Information on screens: 93.4% satisfaction.
• Information in the form of a poster: 93.4% satisfaction.
• Waiting time to get in touch with an agent: 96.4% satisfaction.
• Agent efficiency: 96.9% satisfaction.
• Friendliness of agents: 97.2% satisfaction.
• Regularity: 84.4% satisfaction.

When I'm on board the Metro:

• Cleanliness on board: 74% satisfaction.

Indicator score per line (line number not specified):

• Line 1: 90.6%
• Line 2: 86.1%
• Line 3: 86.8%
• Line 3bis: 86.8%
• Line 4: 87.8%
• Line 5: 87%
• Line 6: 88.1%
• Line 7: 82.1%
• Line 7bis: 82.1%
• Line 8: 80.3%
• Line 9: 86.4%
• Line 10: 84.4%
• Line 11: 87.6%
• Line 12: 87.5%
• Line 13: 79%
• Line 14: 93.2%

Focus on the disrupted situations:

• Rate of receipt of information in a disturbed situation: 60.5%
• Deadline for information: 87.2% satisfaction.
• Communication of the resumption time: 80.5% satisfaction.
• Quality of the audio announcement: 83.9% satisfaction.
• Information given on the cause: 78.3% satisfaction.
• Updating of information: 85.5% satisfaction.
• Usefulness of the information: 84.6% satisfaction.

Source: Île-de-France Mobilités

My customer journey on the RATP network - Bus + TVM

This infographic details the customer experience on the Bus and Tram on Tyres (TVM) network, divided into two stages: arrival at the stop and journey on board. Illustrations accompany the data.

When I arrive at my usual stop:

• Quality of the stop at the curb: 88.7% satisfaction.
• Information on screens: 72.6% satisfaction.
• Information in the form of a poster: 84.7% satisfaction.
• Regularity: 63% satisfaction.

When I am on board the Bus:

• Operation of turnstiles and ticket validators: 95.4% satisfaction.
• Agent efficiency: 93.3% satisfaction.
• Friendliness of agents: 93.1% satisfaction.
• Compliance with the requested stops: 86.8% satisfaction.
• Cleanliness on board: 95.6% satisfaction.

Bus + TVM indicator score: 85.2 (This is an overall score for the entire Bus + TVM network.)

Focus on the disrupted situations:

• Rate of receipt of information in a disturbed situation: 13.3%
• Delay of the information: 82.8% satisfaction.
• Information given on the cause: 77% satisfaction.
• Quality of the ad: 86.2% satisfaction.
• Usefulness of the information: 85.4% satisfaction.

Source: Île-de-France Mobilités

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: 89.4% satisfaction. Illustration of a display screen.
• Operation of ticket vending machines: 83.8% satisfaction.
• Information in the form of a poster: 91.8% satisfaction.
• Waiting time to get in touch with an agent: 93.7% satisfaction.
• Friendliness of the agents: 94.4% satisfaction.
• Agent efficiency: 93% satisfaction.
• Cleanliness in the station: 77.8% satisfaction.
• Regularity: 81.8% satisfaction.

When I'm on board the Tramway:

• Operation of turnstiles and ticket validators: 91.6% satisfaction.
• Cleanliness on board: 74.6% satisfaction.

Indicator score per line:

• Q1: 74.7%
• Q3b: 85.4%
• Q2: 88.1%
• Q3a: 88.8%
• Q8: 88.9%
• Q5: 89.8%
• Q7: 90.4%
• Q6: 90.9%

Focus on the disrupted situations:

• Rate of receiving information in a disturbed situation: 31.4%
• Delay in the information: 86.5% satisfaction.
• Information given on the cause: 79.2% satisfaction.
• Quality of the information given: 89.2% satisfaction.
• Usefulness of the information: 89.3% satisfaction.

Source: Île-de-France Mobilités

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 lifts in the station: 83.9% satisfaction.
• Information on the expected date of return to service in the event of a breakdown: 68.2% satisfaction.
• Breakdown repair time: 83.9% satisfaction.
• Signage: 92.7% satisfaction.
• Operation of turnstiles and ticket validators: 87.5% satisfaction.
• Operation of ticket vending machines: 86.4% satisfaction.
• Operation of the escalators in the resort: 86.9% satisfaction.
• Cleanliness in the station: 84.9% satisfaction.

When I'm on the dock:

• Information on screens: 91.4% satisfaction.
• Information in the form of a poster: 90.5% satisfaction.
• Waiting time to get in touch with an agent: 94% satisfaction.
• Agent efficiency: 95.3% satisfaction.
• Friendliness of your interlocutor: 97.2% satisfaction.
• Regularity: 71.5% satisfaction.

When I am on board the RER:

• Compliance with the planned stations served: 90.9% satisfaction.
• Cleanliness on board: 71.4% satisfaction.

Indicator score per line:

• Line A: 85.1%
• Line B: 80.9%

Focus on the disrupted situations:

• Rate of receiving information in a disturbed situation: 64.1%
• Delay of the information: 84.2% satisfaction.
• Communication of the time of resumption: 68.4% satisfaction.
• Quality of the audio announcement: 84.9% satisfaction.
• Information given on the cause: 75.4% satisfaction.
• Updating of information: 81% satisfaction.
• Usefulness of the information: 79.9% satisfaction.

Source: Île-de-France Mobilités

Perception of the quality of service on the SNCF network

Methodology:

• 397 stations surveyed
• On the 16 lines of the Transilien network
• 81,484 regular customers surveyed face-to-face on the docks

2024

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%

Details of the scores by criterion:

• Information in normal situations: 89.9%
• Passenger contact and cleanliness of spaces: 86.9%
• Punctuality: 62.2%
• Sales: 85.8%
• The Elevator (Elevators/Escalators): 85.1%
• Passenger information and management of disrupted situations: 74.6%

Annual indicator score per line:

• Line B: 73.4%
• Line D: 73.7%
• Line C: 76%
• Line E: 76.3%
• Line T12: 76.7%
• Line P: 78.9%
• Line J: 79.8%
• Line A: 80.3%
• R line: 81.4%
• Line H: 81.5%
• Line T4: 81.8%
• Line K: 82.3%
• U-line: 82.8%
• Line L: 83.4%
• Line N: 84.1%
• Line T13: 84.3%
• Line T11: 88.5%

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: 84.9% satisfaction.
• Signage: 93% satisfaction.
• Operation of ticket validators: turnstiles, gates, terminals: 91.1% satisfaction.
• Functioning of the vending machines: 80.4% satisfaction.
• Operation of the escalators: 85.2% satisfaction.
• Cleanliness at the station: 85.8% satisfaction.

When I'm on the dock:

• Information on screens: 89.1% satisfaction. Illustration of display screens.
• Information in the form of paper posters: 87.6% satisfaction.
• Agent efficiency: 91% satisfaction.
• Friendliness of the agents: 93.6% satisfaction.
• Compliance with the scheduled schedules/frequency: 62.2% satisfaction.

When I'm on board the Train:

• Cleanliness on board: 77.3% 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: 52%

When I'm on the dock:

• Delay of the information: 72.9% satisfaction.
• Elements communicated on the time of restart of traffic/timetable of the next train/tram: 69.1% satisfaction.
• Sound quality of the ad: 83.3% satisfaction.
• Information given on the cause of the disruption: 66.6% satisfaction.
• Quality of the information given on alternative solutions: 80.8% satisfaction.
• Updating of information: 74.5% satisfaction.
• SNCF support for informing in a disrupted situation: 75% satisfaction.

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

• Delay of information: 72.4%
• Restart/next train time: 69.1%
• Sound quality: 83.3%
• Cause Information: 65.7%
• Alternative solutions: 80.9%
• Discount: 74.4%
• SNCF coverage: 75%

On board (details of the scores by criterion in a disturbed situation):

• Delay of information: 74.5%
• Time of restart/next train: 69.2%
• Sound quality: 83.8%
• Cause Information: 69.2%
• Alternatives: 80.4%
• Update: 75%
• SNCF coverage: 74.9%

Source: Île-de-France Mobilités