In January 2021, IMR/University of Nicosia™ conducted a survey based on the EU Customer Satisfaction Index (CSI) standard used for public transportation across Europe, which confirmed that Cyprus Public Transport had been doing a great job since it began operations in July 2020.
Only 7 months after completing their first route, there had been a significant improvement both in Nicosia and in Larnaca and this seems to be continuing. In July 2021, 6 months later, a new survey reveals that there has been a further 10% increase in customer satisfaction since the previous survey.
The quality criteria taken into consideration when passengers were asked about the services were the same as the previous time: service reliability/bus arrival punctuality, service availability (frequency), overall road safety feeling, overall security feeling, passenger information, bus cleanliness, operator’s staff behaviour, bus stop/shelter cleanliness, bus functionality (age, heating, air-conditioning) and service hours (from-to). Passengers’ feedback was once more positive, so the Nicosia and Larnaca Districts remain amongst the top European areas in terms of satisfaction related to public transportation.
The results prove that Cyprus Public Transport does not rest and always works hard towards moving mobility forward and upgrading the bus services in the country. The changes introduced by CPT so far have been significant, but many more can be expected, such as 5G Wi-Fi connection on the buses, which will be implemented soon, as well as new bus lanes and bus stops that will be implemented within the next 5 years.
The EU Customer Satisfaction Index as per EN 13816 depends on the offered public transport quality by the operators and captures the perceived quality. This was the second time that Cyprus participated in such a survey, at European level, the first being the survey of January 2021.