2022 barometer

An involved and satisfied clientele

7.3/10 customer satisfaction

More than 15,000 passengers participated in the 2022 satisfaction barometer and gave the STIB and its services a score of 7.3/10. This major survey, conducted annually by an independent research firm, allows the STIB to assess the impact of its investments and identify priorities for improvement.

Frequencies, connections, driving style, contact with staff, and information in vehicles are some of the elements of the travel experience that are improving the most. In-vehicle comfort and on-time performance, both of which scored 6.9/10 in 2020 and 2021, were stable, despite the increase in ridership and the return of traffic congestion. Passengers had an increased sense of security in 2022.

Of the three modes of transport, the bus had the highest increase in its satisfaction rating. With 6.9/10, it was close to the tram (7.2/10) and the metro (7.3/10). The gradual deployment of the bus plan has made it possible to offer 30% more seats thanks to the reorganisation of routes and the creation of new lines, to better meet the changing needs of passengers. More than 400 new hybrid buses have joined the STIB fleet. Passengers can travel in modern, more environmentally friendly vehicles equipped with audio and screen-based information devices.

Nevertheless, the metro remains the preferred mode of transport for passengers, with a satisfaction score of 7.3/10. This is a slight decline from 2020 and 2021, but still better than before the Covid-19 crisis. In 2022, the reliability of the underground network, which is being transformed and modernised, was put to the test. The availability of vehicles equipped with new signage and security systems could not always be guaranteed, resulting in overcrowding during peak hours. A corrective plan is being implemented and is gradually stabilising the situation. These difficulties were compounded by the growing presence of homeless people in the stations. The phenomenon reached such proportions over the past year that it is impacting passenger satisfaction with cleanliness, feeling of safety and the experience in the stations. This delicate societal issue requires a coordinated and structural approach from all the stakeholders involved. The government, in collaboration with the voluntary sector, plans to set up a pilot project at Porte de Namur station. For its part, the STIB is working hard through prevention actions and always strives to use the most humane approach possible.

How is satisfaction measured?

The satisfaction barometer is carried out by an independent market research company (IPSOS) at the request of the Brussels-Capital Region. The last survey was conducted from 25 October 2022 to 20 January 2023 based on an online and a telephone questionnaire. A total of 15,434 people participated in the survey: 13,479 online and 1,955 by telephone.

Passenger numbers

337.7 million journeys

Ridership on the STIB network continues to grow. From 66% and 76% in January and February respectively, they rose to 84% of the 2019 level by late summer. For the full year, 2022 journeys amounted to 79% of the 2019 level. That is a 23% increase over 2021.

Passengers have also developed new mobility habits, which are reflected in the use of the STIB network. Working from home has had an impact on commuting (12-14%), while public transport is increasingly used on weekends and during off-peak hours. Passenger numbers returned to near 2019 levels during off-peak hours and even exceeded them several times, especially on Sundays.

The STIB is therefore well on its way to recovering its pre-Covid-19 numbers and is delighted with the renewed confidence its passengers are showing in its services.

Distribution of journeys by mode

In 2022, the number of journeys increased for buses and trams, as well as for metros. However, it was the latter that saw the greatest increase, with 129.2 million journeys, compared with 96.3 million in 2021. This evolution is mainly due to the end of the health crisis and the return of face-to-face work. Frequency improvements on the metro network also contributed to this positive development.

Offer

52.7 million kilometres travelled

In 2022, STIB vehicles travelled 4.25% more kilometres than in 2021. This is largely due to the improved offer on the bus network. The STIB has increased frequencies of several lines, such as bus 71, which now runs every 4 minutes during rush hour. Since March 2022, the brand new bus line 73 was added to the network as part of the bus plan.

9.7 billion places-kilometres

The capacity of the STIB's vehicles is calculated in places-kilometres. Places-kilometres represent the number of available places across all metro trains, trams, and buses, multiplied by the number of kilometres they have travelled. This measurement is commonly used in the transport sector. This indicator counts not only available seats, but also the frequency of the vehicles.

Bus line 73 strengthens the network

The bus plan continued its rollout, with further network adaptations in 2022. The most significant was undoubtedly the creation of the new bus line 73, which connects Gare du Midi to CERIA. This is the sixth line created as part of the bus plan. It increases service in the rapidly developing Boulevard Industriel area while providing connections to metro lines 2, 5 and 6.

The opening of the new line 73 was accompanied by the merging of lines 75 (Bon Air - Héros) and 98 (CERIA - Héros). The new line that resulted from this merger is number 75 and connects Bon Air to Héros.

2022 marked the completion of the bus plan, which increased service on bus routes by 30% between 2018 and 2022. The bus plan provides for further improvements beyond 2022, which will be implemented progressively as the necessary road improvements are made.

Today, the bus fleet is also greener, as there are some 400 hybrid buses and 37 electric buses. The STIB is also testing a hydrogen bus on its network.

One bus every four minutes on line 71

Line 71 is the busiest line of the STIB network, with 31,000 passengers per day. To meet needs, it now runs every four minutes during rush hour, which is the highest frequency of any bus line. This increased frequency has been made possible by the many improvements made to the line in recent years, which have made it not only faster but also more regular.

As it celebrated its 50th anniversary on 11 November, line 71 is on top form. A decorated bus travelled on the line for the occasion. On board, passengers could discover a travelling exhibition tracing its history through photos, and a podcast.

Increased metro service during off-peak periods

In September 2022, the STIB increased the frequency of its metro lines during off-peak hours. In the evening until the end of the service, passengers have a metro every ten minutes on branch lines, or every 5 minutes on shared sections, on the four metro lines. In the morning, the frequency is one metro every 10 minutes on weekdays and every 15 minutes on weekends, which corresponds to 5 minutes and 7.5 minutes on the shared section of both lines.

Improving frequencies from the beginning and to the end of the service greatly increases the attractiveness, comfort and efficiency of public transport.

In addition to this increase in frequency, the STIB has also changed its timetables to match the new French-language school calendar, while ensuring that there are extra services on several lines during the weeks when Dutch-language schools remain open.

Noctis celebrates its 15th anniversary

Noctis is...

• 11 night bus routes
• 15 years of existence
• 2.5 million km on the clock

The Noctis night bus network was launched on 20 April 2007 and thus celebrated its 15th anniversary in 2022, with almost 2.5 million journeys made.

The 90-kilometre-long Noctis network is composed of 11 lines, all starting from Gare Centrale. It was designed to take into account the main places to go out and activity hubs, so that it could best meet the needs of night owls.

Every weekend, Noctis buses carry around 3,000 passengers on Friday and Saturday nights between midnight and 3am.

The STIB at the service of its customers

A desire for continuous improvement

The STIB without its customers would be a bit like a tram without rails. The STIB is fully aware of this. That is the reason it constantly evolves its services to better meet the needs of its customers.

The STIB has introduced a number of actions to benefit its customers: subscriptions for young Brussels residents for 12 euros, support for major events in the capital, changes to its mobile app, and services in its stations, such as new cash dispensers. It also closed the test phase of its MaaS mobile app and laid the groundwork for the app to be offered to the public in 2023.

STIB at € 1/month until 25 years of age

Ride young... with the STIB! Since February 2022, young people in Brussels up to and including 24 years of age have been able to enjoy a 12-euro subscription for the whole year.

This formula is in addition to the school pass and allows young people living in the Brussels Region who are no longer students to travel by public transport at very low prices. This measure has been decided by the Government of the Brussels-Capital Region and aims to make the Brussels bus, tram and metro network even more accessible to young Brussels residents.

As of July 2023, residents of the Brussels Region aged 65+ will also be able to enjoy a 12-euro annual subscription for travel on STIB transport.

The STIB is a partner of major events in the city

Coldplay, Ed Sheeran, the Rolling Stones... the summer of 2022 saw several big concerts. These events were extremely well attended.

The STIB is a partner of major events in the capital of Brussels and was present so that spectators could go to King Baudouin Stadium and return home easily. This was also an opportunity for the Brussels public transport company to test its new system, including increased frequencies and staff support in the field. Verdict: mission accomplished.

The MOBIB card now on the app

Thanks to NFC technology, it is now possible to link your personal or basic MOBIB card to the STIB mobile app, allowing you to check your balance from your smartphone. Nothing could be easier: just open the app, select the "wallet" icon and place your MOBIB card on the back or screen of your smartphone, depending on the model. This new feature allows the STIB to make everyday life easier for its customers.

In addition, passengers can now find Villo! and Cambio stations on the map in the app and check, in real time, the availability of escalators in stations, a benefit that makes travel easier for people with reduced mobility.

New ATMs in stations

Passengers saw new cash dispensers gradually appear in metro stations in autumn 2022. As the previous contract had expired, the STIB entrusted the operation of these machines to the company Batopin for a period of 11 years.

To further optimise this service, which is greatly appreciated by passengers, the location of the machines has been reviewed. 24 have retained their original location and 6 have been or will be installed in new stations, namely Trône, Beekkant, Comte de Flandre, Anneessens, Étangs Noirs and the future metro 3 station Liedts.

Angèle or Stromae, why choose?

The STIB has a string of partnerships with famous artists. In 2022, Angèle took over line 95 for the re-release of her album "Nonante-Cinq" and Stromae took over Rogier station with the "Mirror Multitude" installation for the release of his new album "Multitude".

To raise public awareness about respect for its staff, the STIB launched the "Respect" campaign in partnership with Belgian rapper Youssef Swatt's. This Tournai-based rapper was not chosen at random, as he has lived in Brussels for several years and is also the son of a bus driver.

The exclusive interviews of these "famous Brusseleirs" can be found on the musical platform of the STIB: vibes.stib.be.

100,000 subscribers to the newsletter

To keep up to date with the latest news from the STIB, why not subscribe to its newsletter? More and more passengers have done so. In 2022, the number of subscribers passed the 100,000 mark.

Construction sites, detours, network changes, fares, events in the capital, contests, behind-the-scenes and interesting facts. The Brussels public transport company packs its newsletter full of unmissable information.

Milestones of the MaaS app

With the impact of climate change, traffic congestion, rising gas prices and more, current events are a constant reminder of the importance of moving towards a softer form of mobility. The MaaS, or "Mobility as a Service", app integrates the various soft and shared mobility operators in Brussels into a single application. The objective is to offer a range of solutions for daily travel so that a real modal shift can take place.

In 2022, the STIB ended the pilot of its MaaS MoveBrussels app and started developing the version it will make available to the public. A first beta version was ready for testing from the end of December. This key phase allowed us to identify areas for improvement, stabilise the app and make it progressively evolve towards its final version.

The STIB supports construction sites

The birth of a metro

The construction of metro 3 made good progress in 2022. At Albert station, an additional level was created for the arrival of metro 3. The level dedicated to trams is currently being developed and the new terminus will be ready for operation in 2023. Around 1 kilometre of walls was built on the Avenue de Stalingrad side, i.e. two walls over a distance of +/- 500 m, from the middle of the Palais du Midi to Place Bara. These walls form the exterior walls and foundations of the new metro infrastructure.

The STIB is working with the local authorities to support the impacted neighbourhoods. In the Stalingrad area, residents and passers-by were able to discover an exhibition recounting the life of Toots Thielemans on the panels surrounding the construction site of the future metro station, which will bear the name of the famous jazz musician. In the vicinity of the Gare du Midi, works by Brussels photographer Marie-Françoise Plissart appeared under the railway bridge.

The centenary of Toots Thielemans

The STIB could not miss this anniversary. In addition to being deeply rooted in Brussels, the artist had a special bond with the metro. There are famous images of the time the jazz musician, his harmonica to his lips, opened the metro in 1976, in the presence of King Baudouin.

To commemorate the centenary of his birth on 29 April, STIB broadcast Toots Thielemans’ music in the metro stations. Passers-by and local residents were also able to discover an exhibition tracing the artist's life, his youth in the Marolles and his career in the vicinity of the metro 3 construction site, a station which will bear his name in the Stalingrad district.

A unique view of the Gare du Midi

Photographer Marie-Françoise Plissart brought an artistic touch to the Gare du Midi neighbourhood. Under the railway bridge, her monumental photographic works offer a unique view of Boulevard Lemonnier from the Tour du Midi and of the Esplanade de l'Europe on a market day, seen from the Grande Roue. This is a creative way to enhance this district, which has been heavily impacted by the construction of metro line 3.

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