First global satisfaction indicator shows 92% of passengers are satisfied with Keolis

The passenger experience offered by Keolis satisfies its users. As stated by the vast majority of them in KeoPulse, a new single satisfaction indicator deployed on thirteen of the largest networks operated by the Group in France and abroad.

KeoPulse: 20,000 passengers on thirteen networks surveyed

For the first time, Keolis simultaneously conducted the same passenger satisfaction survey on the largest networks operated by the Group in thirteen cities around the world:

This unprecedented survey, called KeoPulse, was conducted on 20,000 regular and non-regular passengers travelling on the four main public transport modes operated by Keolis: metro (five networks), tram (eight networks), bus (seven networks) and train (one network).

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of passengers satisfied

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would recommend Keolis to their family and friends

Keolis, the champion of customer satisfaction

All modes combined, 92% of passengers surveyed for KeoPulse are satisfied with Keolis. A score that even reaches 96% among those travelling by metro. 94% of passengers would recommend Keolis to their family and friends as a way of getting around in their city.
In addition to these record satisfaction and recommendation levels are very high scores on several key components of the travel experience:

  • access to information to carry out their journeys (92% satisfaction rate for the metro and 85% for the bus and the tram)
  • confidence in the reliability of the network (95% for the metro, 87% for the bus, 85% for the tram, and 73% for the train)
  • the feeling of safety while travelling: from 85% to 89% depending on the mode

The passenger comes first

The results of KeoPulse reward Keolis' efforts to keep the passengers on its networks satisfied and offer them a pleasant travel experience with ‘Thinking like a Passenger’. Deployed worldwide, this programme guides the actions of the Group's 63,000 employees to give priority to the passenger in the design and daily operation of each network.