ORC Transport Co-Chair Cr Alan Somerville says the results show customers continue to value public transport services across the region.

“Maintaining high levels of customer satisfaction is important as we continue to improve and grow our public transport networks. The results show passengers are having positive experiences on our buses, particularly around safety, comfort, accessibility and interactions with drivers.”

In Dunedin, overall satisfaction was 89% in 2026, compared with 90% in 2025. The three-year rolling average is 89%, slightly below ORC’s target of 90% or higher.

Passengers rated several aspects of the service highly, including ease of getting on and off the bus (95%), current trip satisfaction (95%), driver helpfulness (93%), comfortable temperature (92%), personal security (91%), and seat availability (90%).

Areas identified for improvement included on-time performance (69%) and information about services and delays (71%).

“Traffic congestion, roadworks and network changes introduced in 2025 have contributed to challenges with timetable reliability, and the positive response to the survey is heartening as we know improvement is possible” says Cr Somerville.

“The expanded coverage in South Dunedin has been well received by bus users. New Dunedin timetables being introduced later this year will better align scheduled journey times with current operating conditions.”

The survey captured a diverse range of ages, with 18–24-year-olds the largest group represented, followed by those aged 65 and over. A quarter of respondents were commuting, while another quarter were travelling for shopping. The remaining respondents were travelling for a range of purposes, including university or study, visiting family and friends, and other activities.

In Queenstown, overall satisfaction was 91% in 2026, down slightly from 92% in 2025. The three-year rolling average remains at 91%, exceeding ORC’s target.

Passengers rated their overall trip experience highly, with strong results for the exterior of buses (96%), current trip satisfaction (95%), ease of getting on and off buses (94%), seat availability (91%), comfortable temperature (91%), personal security (91%), and driver helpfulness (90%).

Areas for improvement included on-time performance (61%), information about services and delays (69%), service frequency (69%), and value for money (78%).

“The low score for on-time performance is likely influenced by ongoing traffic congestion and major infrastructure projects, including works around the SH6/6A roundabout and construction of the new Frankton Bus Hub,” says Cr Somerville.

“While these projects will provide long-term benefits, the associated delays and traffic management measures have made it harder for services to maintain scheduled running times.”

Improvements to the customer alerts system are also planned across both networks, enabling real-time service updates and disruption alerts to be published simultaneously across electronic street displays and other passenger information channels. Currently, this process is managed manually.

Despite perceptions that Queenstown buses are mainly used by tourists, 59% of respondents were travelling to work. The survey also showed a younger customer base, with 25-34-year-olds making up the largest group of respondents (43%), followed by 18-24-year-olds (22%).

“Public transport plays an important role in connecting communities, reducing congestion and supporting access to work, education, services and social opportunities. These survey results help us understand what is working well and where we need to focus our efforts.”

The Annual Customer Satisfaction Survey is a requirement of NZ Transport Agency Waka Kotahi and uses nationally standardised questions to measure public transport customer satisfaction. It also forms part of ORC’s Long-Term Plan performance measures.

The 2026 survey was conducted in person with passengers aged 15 years and over travelling on Dunedin and Queenstown bus services during April and May. A total of 401 passengers in Dunedin and 212 in Queenstown were surveyed across a range of routes, times and days to provide a representative picture of customer experiences and help inform ongoing improvements to public transport services across Otago.