Travelers more satisfied with De Lijn for the first time in five years | Inland

According to the satisfaction survey by Ipsos commissioned by MOW among 3,683 travelers, 65.4 percent of travelers give De Lijn a satisfaction score between 7 out of 10 and 10 out of 10. In 2020, that was 58.5 percent. “After the annual decline in customer satisfaction since 2017, this is positive news. After all, the target in the management agreement between the Flemish Region and De Lijn is 70 percent,” it says in the press release. “Almost all aspects of the service provision have risen above the 2017 figures and are now reversing after several years of decline.”

The punctuality of the trams and buses remains the main concern and is by far the main cause of dissatisfaction. Nevertheless, travelers were more positive about punctuality: satisfaction rose from 43 to 50 percent, dissatisfaction fell from 25 to 20 percent. “Last year, De Lijn strongly focused on the facets of punctuality that it can influence itself: tackling driving too early and further reducing the number of non-driving journeys,” it sounds.

Customers are also more satisfied with the travel information: from 55 to 61 percent, the highest score since the start of the measurements. In the past two years, De Lijn has also put a lot of effort into information: new real-time stop signs were installed and work was done on the operational reliability of these signs.

The driver remains a strong holder with 72 percent, a status quo compared to last year. The corona pandemic certainly plays a role in this. “After all, travelers regret that the driver is less approachable due to the plastic shielding on the bus, which means that his role as ambassador and captain on his ship is less apparent.”

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