Users of the Empresa Municipal de Transportes de Palma (EMT) rate the bus service in the Mallorcan capital 8.1 out of 10. This is the result of the annual survey conducted by the EMT between October and December 2023, based on nearly 900 anonymous surveys.
Consumers rated a total of 14 criteria, ranging from the cleanliness of vehicles and stops to lighting, punctuality and frequency, among others. The parameters that received the best marks were the customer service office, with 9.4 out of 10, and the information provided by the drivers themselves, with 9.1.
These indicators are followed by bus comfort and safety (8.8), friendliness of EMT workers (8.5), cleanliness of vehicles (8.5), lighting at bus stops (8.3), cleanliness and information at bus stops (7.9), punctuality of buses (7.5), and availability of seats (7.2).
By lines, around twenty of them have a rating of 8 or higher out of 10, including the A1 (Aeroport-Palma Centre), A2 (Aeroport-s’Arenal), CC (Circular Centre Ciutat), L4 (Ses Illetes-Plaça Columnes), L5 (Es Rafal Nou-Plaça del Progrés), L7 (Son Gotleu-Son Serra-La Vileta/Son Vida), L8 (Son Roca-Sindicat), and L10 (Son Castelló-Sindicat).
Shortcomings to be improved in Palma’s buses
In addition to the annual street survey, EMT Palma also carries out a “mystery customer” campaign, both carried out by an external consultancy firm. Almost all of the items rated in this case exceed 9 out of 10, including additional parameters such as the comfort of getting on or off, validation of the travel card or ticket, or the drivers’ response to a request to stop.
The “mystery customer” report does, however, point out a number of shortcomings in areas such as the information displayed on the screen of the bus itself, the volume of the next stop loudspeaker inside the vehicle, and the safety handles hanging from the top bars. The EMT says that work is already underway to improve these information systems, as well as to install more handles and repair damaged ones.
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