Objective 5: Customer experience and information

Whāinga 5: Te wheako o te kiritaki me ngā mōhiohio

This draft objective area covers policies and actions to improve the customer experience and use of public transport. Policies that support this objective include:

  • Ensuring accessible journeys for all users
  • Proactively managing safety and personal security issues
  • Simplifying how the public transport system is presented and communicated to customers (legibility)
  • Improving the amenity of public transport services, infrastructure and wider facilities
  • Actively promoting public transport
  • Promoting clear and consistent public transport branding

Draft Targets

An excellent customer experience that grows passenger numbers.


  • 85% of customers are very satisfied with the public transport service by 2030.
  • Public transport boardings increase on average by 10% per annum to 2030.