The National Transport Authority (NTA) has published the Customer Satisfaction Survey for 2025 showing that overall public trust in Ireland’s public transport system remains strong.
Report findings
The findings build on last year’s publication in which more than eight in ten passengers reported positive sentiment toward the TFI Network, and more than 90% said they were satisfied with their most recent journey.
81% of passengers are satisfied overall with their transport provider
This year’s survey reports that 81% of passengers are satisfied overall with their transport provider. This represents a very small increase from last year’s already high position. Satisfaction with passengers’ most recent journey stands at 91%, which remains a key indicator of consistent day‑to‑day service quality.
One of TFI Network’s strengths is safety
Safety continues to be one of the TFI Network’s most assured strengths. The results for 2024 showed that 94% of passengers felt safe when travelling or approaching stops. In 2025, this rises to 95%, with the same percentage of passengers feeling safe on-board bus, rail, and Luas services.
Comfort and cleanliness
Comfort and cleanliness also remain among the strongest attributes of public transport, scoring 86% and 79% this year, closely aligned with the four‑in‑five satisfaction levels recorded in 2024.
Operators perform well
Operators continue to perform well across the network. TFI Local Link once again recorded exceptionally high satisfaction levels and positive results in reliability, comfort and cleanliness. Iarnród Éireann maintains its strong position, with consistently high ratings for overall satisfaction as well as for comfort and onboard cleanliness. Services in Kildare operated by Go‑Ahead Ireland also record strong customer approval, including high likelihood‑to‑recommend scores.
Other operators across the Dublin metropolitan area and regional cities deliver solid performance as well, with positive feedback on journey experience, driver courtesy and value for money. While results vary by region and route, the survey shows that most operators continue to meet or exceed the expectations of the majority of passengers, even as rising demand places pressure on reliability and journey times.
Record high of 363.5 million passenger journeys
Public transport usage reached another record high in 2025, with 363.5 million passenger journeys taken across the network. As demand continues to grow, feedback shows that reliability remains an important area for customers. Overall satisfaction with reliability stands at 73%, reflecting the impacts of increased congestion, lack of bus priority measures in towns and cities, and the ongoing pressures regarding driver and mechanic availability and recruitment.
The overall picture is of a public transport network that continues to deliver strong safety, comfort and value for money, with high satisfaction levels-maintained year on year.
Passengers are telling us they feel safe, they feel comfortable, and they value the service
Anne Shaw, Chief Executive of the National Transport Authority, said:
“This year’s results show that people continue to place real trust in the TFI Network. Passengers are telling us they feel safe, they feel comfortable, and they value the service they receive every day. They are also clear about where we need to do better. Reliability and crowding remain real pressure points, and we are listening closely to that feedback.
“These results give us a clear direction. Our focus now is on responding to what customers are telling us, addressing the areas that matter most to them, and ensuring the overall experience keeps pace with growing demand.”
To read the full report, please visit: National Transport Authority NTA Customer Satisfaction Report 2025