Customer satisfaction in public transport was also measured in the autumn of 2021, just before a new lockdown. The travelers gave the public transport a good score: a 7,9. Good to see that travelers rated public transport with almost an 8, even in this difficult time. This underlines the fact that public transport has remained available to those people who depend on it throughout the crisis.

Gerrit Spijksma, chairman of the trade association OV-NL, is pleased with this great report after a challenging period: “I see the fact that we have achieved such high report numbers despite all the corona restrictions, as a compliment from our travelers. Well deserved for all public transport employees who kept transport in the Netherlands running during the lockdowns. We can be proud of that.”

The 2021 Public Transport Customer Barometer was conducted in the middle of the corona pandemic. As a result, this Public Transport Customer Barometer is different from previous years. The composition of the group of travelers in 2021 was different: with fewer commuters due to working from home and fewer students due to online education. Travelers were required to wear a face mask.

There are also important differences in the conduct of the research. There was no Public Transport Customer Barometer in 2020, so there is no comparison with last year. The 2021 measurements were performed in the autumn, instead of spread over the entire calendar year. In 2021, approximately half the number of questionnaires has been collected compared to previous years.

OV-NL is proud of the results of the OV-Customer Barometer. All public transport companies are ready to take travelers to their destination. That's what we go for, every day. View the full report on .'s website CROW.

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