Satisfied customers

• 7.3/10
• 6.8 for the bus
• 7.2 for the tram
• 7.4 for the metro
• 11,210 respondents
• 80% give 7/10 or more

Who better than customers to judge the quality of the STIB's services? In 2023, they gave it a very good 7.3/10. A distinction for the Brussels public transport company, for the 4th year running. 80% of respondents gave a score of 7/10 or more for general satisfaction.

The STIB has maintained the same score as in 2022, despite the challenges it faces. On the metro side, cleanliness in the trains has remained stable, while comfort has increased. The arrival of the new M7 metro trains and the introduction of the M6 or "Boas" on lines 2-6 have certainly contributed to these positive results, despite the problem of homelessness and drug abuse in stations. This growing phenomenon has a very negative impact on passengers' sense of security. To remedy this, a structural approach is needed. This involves providing alternatives, both during the day and at night, to enable these people to find shelter elsewhere than in metro stations.

There has been a drop in satisfaction with the availability of escalators. A large number of old escalators were replaced this year. Although these replacements will result in long-term downtime in the short term, they will ensure better availability in the future. Progress has been made in managing both planned and unplanned disruption, reflecting the efforts made to keep passengers informed.

Frequencies, comfort, connections, punctuality and journey times remain the factors that most strongly influence satisfaction. Among the best results for 2023 are the various indicators relating to the attitude of STIB staff. The service they provide to passengers remains an important factor in passenger satisfaction.

The satisfaction barometer is carried out by an independent market research company (IPSOS) at the request of the Brussels-Capital Region. This study allows us to monitor passenger satisfaction, highlighting their priorities and sources of satisfaction, as well as areas for improvement.

Increasing ridership

376 million journeys

STIB recorded 376 million journeys on its network in 2023. This represents an 11% rise compared with 2022 and more than one million journeys per day. The increase in passenger numbers was particularly marked in the evenings and at weekends. Service frequencies were increasingly higher during off-peak hours, helping to make public transport attractive at any time of day. This trend was confirmed on New Year's Eve when STIB counted 125,000 journeys in 2023 compared with 115,000 in 2022 (+8.6%).

An attractive offer

• 53.5 million kilometres
• 9.8 billion seats-kilometres

STIB vehicles covered 53.5 million kilometres in 2023, some 750,000 kilometres more than in 2022. Translated into capacity, this represents 9.8 billion seats-kilometres, which corresponds to more than one kilometre per inhabitant of the planet.

To achieve this, STIB has introduced new metro trains. Over the past year, 5 new M7s have been added to the network. By the end of 2023, 23 M7 metros were in circulation, from the 1st order of 22 train sets, now finalised, and, for the additional unit, from the second order for 21 train sets, for a total of 43 new train sets ordered.

Since March 2022, passengers have benefited from improved off-peak service frequencies on five of the network's flagship tram lines: lines 3, 4, 7, 25 and 55. Several bus routes have also benefited from improvements, both in terms of service frequency and operating hours. As a result, passengers can take advantage of more services, earlier in the morning and later in the evening. This makes public transport even more competitive, including outside peak hours.

A measure commonly used in the transport sector, seats-kilometres represents the number of seats available in all STIB vehicles, whether buses, trams or metros, multiplied by the number of kilometres travelled. The result not only takes into account the number of kilometres travelled, but also the number of seats available in the vehicles.

Tickets at your fingertips

Digital Brupass

It's becoming increasingly easier to buy a ticket. It's now possible to buy and validate Brupass and Brupass XL tickets directly on the STIB app. This interoperable ticket is also available in other operators' apps (TEC, SNCB and soon De Lijn) and can be used with any operator within the validity zone. To open the metro gates, the app generates a QR code to scan, and off you go. Launched in November, the digital Brupass already has its fans, with 68,500 validations recorded in 2023.

Contactless payment

Passengers expect easy travel solutions. The success of contactless payment is testimony to this. Since July 2020, passengers have been able to pay for their tickets simply by presenting their bank card or connected device at the grey-blue validators in vehicles and at stations. In 2023, contactless payments accounted for more than half of all single-journey tickets validated on the network.

75-journeys ticket

In February 2023, STIB launched the 75-journey ticket which is designed to offer a ticket suited to people who make 2 to 3 return trips to Brussels a week. For a competitive price, they can travel on the STIB network for 90 days from the 1st validation.

65+ Brussels at €12

Another new feature is that for 12 euros a year, Brussels residents aged 65 and over can enjoy unlimited travel on the STIB network. This measure, introduced by the Government of the Brussels-Capital Region, is in addition to the preferential fare of 12 euros already available to young Brussels residents aged under 25.

A cutting-edge digital offering

• 2 million downloads
• +30% more subscribers

The STIB app reached a new milestone in 2023 with 2 million downloads. Average weekly usage also rose, with an increase of 17% compared to 2022. The STIB app is constantly developing to provide the best possible response to passengers' needs, with improvements to the user experience and new features. The launch of the digital Brupass in September was certainly the most significant development in 2023. Passengers can now buy and validate their tickets directly in the app.

A new website is being prepared for launch in 2024. This will highlight the most frequently used functions, such as timetable and route searches. The website will be more comprehensive, coherent, pleasant and accessible and comply with the WCAG 2.1 AA standard.

Another online information channel, the newsletter, had some 140,000 subscribers at the end of 2023, 30% more than in 2022. Subscribing to the newsletter provides updates on the latest STIB news, upcoming worksites and deviations and sometimes even exclusive competitions.

Floya, a new multimodal app

More than 100,000 downloads

Floya is the new multimodal app helping people to get around Brussels. The mobile app was developed by STIB at the request of the Brussels-Capital Region. It aims to increase the modal share of sustainable mobility by facilitating access to shared mobility offers, from public transport and scooter operators to bikes and car sharing.

The multimodal app offers a route search that incorporates a whole range of alternative mobility options available in Brussels: Belgian public transport operators (STIB, TEC, De Lijn and SNCB), shared bike and scooter operators, shared cars and taxis. So, there's no need to increase the number of apps, Floya is designed to integrate the various stages from planning to payment and booking, for different operators.

Floya has already attracted some 12,000 active users a week and recorded over 100,000 downloads at the beginning of 2024. The app will continue to evolve, with increasingly advanced integrations, new features and new mobility options.

Involved in city life

STIB gets Brussels moving and keeps pace with city life. It has been used as a set for countless films and carries spectators to events and concerts on its network. In 2023, thousands of passengers took advantage of extra services and/or shuttles to attend concerts by The Weeknd and Mylène Farmer at the King Baudouin Stadium, the Couleur Café Festival, the Music Festival, Museum Night Fever, Brussel Brost and the Jam'in Jette Festival.

The Brussels Philharmonic enchanted passengers on several tram and metro lines, while the Hide & Seek Festival took over the Jacques Brel depot for an intimate and unusual concert. In addition, the Tram 20.3.0 Talks exhibition told the story of a possible future on tram 7, the Botanique station hosted a photo exhibition dedicated to Art Nouveau, and an illuminated tram roamed the city for the Bright Festival.

Campaigns that speak to customers

STIB's campaigns are as imaginative as ever, sometimes using shocking elements, sometimes wielding their trademark quirky humour. The result? Campaigns that speak to its customers, informing them or raising their awareness.

Let’s move Brussels

To announce its new slogan "Let's move Brussels", STIB launched a major treasure hunt in the capital, with many prizes to be won. Winning participants had to find and scan QR codes in six iconic Brussels districts: Flagey, Parvis de Saint-Gilles, the city centre, Josaphat, Canal and Altitude 100.

Let’s move our districts

The "Let's move our districts" campaign won the STIB a Mixx Award. But that was not the only prize up for grabs this year. Floya, the new multimodal mobility app, won an If Design Award. The "Respect" campaign, which raised awareness of the rudeness to which field staff are subjected, won eleven awards: UITP Award (Best Marketing Campaign), Mixx Award (gold - Digital communication), Best of Reputation Award (gold - Collaboration, silver - Crisis Management), Creative Belgium Awards (one gold, two silver, three bronze), Soniq Awards (Best Branded Audio Contact).

"Courtesy" campaign

Attentive to its customers' needs, STIB launches a new "courtesy" campaign every year. It is a reminder of the etiquette required when using public transport, highlighting various annoyances arising from passenger feedback. In 2023, posters urged people to turn down the volume and remove their backpacks when on board vehicles.

Service quality

To assess the quality of its services and its development, STIB has implemented various measurement systems: real-time measurements through its systems and on-site checks by mystery shoppers. They carried out almost 10,000 measurements in 2023. This gives the public transport company the most objective view possible of the quality of the services it offers. Based on the results, it draws up an action plan designed to resolve specific problems, generate innovation and develop "quick wins" for its customers.

Optimised internal processes

For two years, the quality team has grouped and mapped the various processes within STIB. This inventory was then used to identify and optimise the most critical processes, which have the greatest impact on the company's operations and services. These processes included the management of unscheduled disruptions, purchasing and recruitment. Using this approach, teams could more easily identify the steps of the processes to be improved and, ultimately, the quality of service offered to both customers and colleagues.

Small actions for big results

"Quality initiatives" are an opportunity to reflect on new actions to improve customer service. Here are some of the "quick wins" that made the difference in 2023:

• Improving the customer experience at temporary stops: by adding a shelter and adjusting the pavement height, comfort and accessibility are greatly enhanced. Ten temporary stops benefited from these improvements in 2023.
• Improving information in the event of unforeseen disruption: predefined scenarios are being developed. Consequently, everyone immediately knows which deviation is required and information is communicated to passengers more quickly.
• Improving assistance in stations: people with reduced mobility and school groups can request assistance in (pre)metro stations. The entire assistance procedure has been reviewed, making it simpler and clearer for both the assisting staff and the passengers being assisted.
• Improving accessibility for people with reduced mobility at points of sale: an analysis of KIOSK and BOOTIK counters has identified those that are inaccessible, accessible with assistance or accessible independently. This information will be made available on the STIB website in 2024.
• Improving the availability of vending machines: a QR code on the machine makes it easy for customers to report a breakdown. Once scanned, the code links to a form to be filled in. The first test, carried out on some fifty GO vending machines, proved conclusive and should be extended to other GOs.

Innovation workshops

Using the "design sprint" technique, in-house teams, sometimes accompanied by other stakeholders, create innovative solutions to improve customer service. These innovation workshops, or "Innov@teliers", take place over 5 consecutive days, during which teams analyse a problem and devise solutions, create a prototype and test it with customers. This method quickly identifies projects that have potential and focuses on initiatives with real added value for customers. Here are two key examples from 2023:

• DeviMap: this online tool enables operators to check whether there is a current deviation on a line and view the deviation on a map. The result: better-informed drivers and better-served passengers.
• Refresh station: based on customer feedback, STIB teams have identified "quick wins". Those. actions are easy to implement and have a direct, visible impact on the station experience. Devised in 2022, this project was completed in 2023 at Porte de Namur station, with others to follow shortly.

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