The CPTM Passenger Satisfaction Index obtained 86.74% approval in 2023, the highest percentage in the last five years, the result of strategic planning focused on improving the quality of service provision for the more than 1.6 million people who They use the company’s five lines every day.
The research was carried out by a team composed of 17 researchers and 4 supervisors between December 19th and 29th, 2023 at the 57 CPTM stations, which comprise 18 municipalities. 3,010 questionnaires were administered, with samples proportional to the flow of passengers by peak and valley time intervals. The research confidence level is 95%, with a margin of error of 3.6% for the lines and 1.8% for the entire network. The study was carried out by the Consulting Institute of Brazil, which won the tender promoted by CPTM.
For 54.68% of those interviewed, the quality of the company’s service improved across the five lines compared to previous years. When asked about expectations regarding the future, another 68.94% believe that quality should improve even further in the coming years.
According to the opinion of 34.30% of people, the biggest change in the service provided was in relation to the quality of the trains. Another 31.65% noticed an improvement in waiting times on station platforms. This assessment is related to the investments and operational strategies adopted by the company to improve regularity and reduce intervals between trains on all lines. The good result is also a direct reflection of the adoption of the “Customer Journey” methodology, which began to permeate the company’s entire strategy, directing actions and investments to meet customers’ “pains” and desires.
Rating by line
Line 13-Jade, the first line completely built by CPTM, was the one that recorded the highest level of satisfaction with 98%, above the 90.1% recorded in 2022. Next comes Line 10-Turquoise with 94.38% , surpassing the 85.56% obtained in the previous survey.
Line 11-Coral, CPTM’s busiest, recorded 87.12% satisfaction, higher than the 80.96% in 2022. Line 7-Rubi obtained 86.25%, compared to 80.28% last year . The exception was Line 12-Safira – which during the research period was under construction for the installation of Travessão X do Brás – new AMVs to facilitate the arrival and departure of trains at the station, allowing greater fluidity in the circulation of trains on this line -, with 77.67%, compared to 79.74% in 2022.
“The highest result ever obtained by CPTM in its satisfaction surveys was received by us with great pride, but with few surprises, as the percentage is a consequence of hard work carried out by all areas of the company to guarantee safe and increasingly safe travel. faster”, says Pedro Moro, president of CPTM.
“There are almost 6 thousand employees who work daily so that the company is increasingly seen as the best public transport option in the São Paulo Metropolitan Region”, he adds.
In relation to CPTM services and facilities, in the opinion of 48.07% of those interviewed, the stations have the biggest problems. In perception, the main unfavorable points highlighted during the trips were crowding and the presence of street vendors.
Curiosities
Regarding passenger behavior post-pandemic, the survey showed that 61.03% of those interviewed did not register any changes in their daily lives.
The survey also wanted to know whether respondents would change their use of the train for buses and 87.28% responded that they would not change their use of the mode.
CPTM Passenger Profile
According to the satisfaction survey, in 2023 the number of male people using CPTM corresponded to 54.45% of the total, compared to 45.55% for females. On Line 13-Jade, 69% of passengers are men, the highest percentage. Women are the majority in Line 12-Sapphire, with 53.7% of the total.
People aged 25 to 34 represent the most significant percentage of the five lines, totaling 27.74%. Individuals aged 18 to 24 and aged 35 to 44 recorded the same percentage: 20.9%. People aged 45 to 54 are 15.71%, followed by passengers aged 55 to 60 (6.48%), over 64 years old (3.02%), up to 17 years old (2.59%) and 61 to 64 years old (2.66%).
Regarding frequency, 77.04% of passengers use the company’s services at least three times a week. 40.73% use it six to seven times a week. And 75.22% of passengers reported that they have been using CPTM for more than five years.
The majority of CPTM passengers (69.44%) use the company’s trains to work, followed by leisure (12.13%), shopping (6.71%), visiting relatives and friends (4.45%), health (3.72%), study (1.16%), banking services (0.83%) and looking for a job (0.37%). The number of people traveling for other reasons is 1.20% of the total.
About CPTM
Companhia Paulista de Trens Metropolitanos is a passenger rail transport operator, with 1.6 million passengers transported per business day. Every day, the trains travel around 65,000 km, or one and a half times around the Earth, in almost 1,700 scheduled trips. Together, the five CPTM lines total 196 km in length, of which 95 km are in the capital of São Paulo, which also has 26 stations out of a total of 57. CPTM serves residents of 18 municipalities, including the capital.