The objective of the Business Customer Survey is to determine the satisfaction of business life with the service level of the transport network. The target group of the survey consists of experts and managers responsible for transportation at freight shippers and transport companies.
Three out of four respondents to this year’s survey (75%) were satisfied or very satisfied with the performance and safety of their transports. The figure is again fairly high and almost the same as in 2023 (74%).
The results for the service level of transport routes (very satisfied or satisfied 36% of the respondents) and for considering the needs of companies (24%) were also at the 2023 level.
Business life most satisfied with sea and coastal fairways
In the survey, the respondents were also asked a number of transport route-specific questions. The results indicate that the respondents were the most satisfied with sea and coastal fairways. Satisfaction with the rail network was increasing, while satisfaction with the road network was declining compared to the survey two years ago.
“The survey results are important information for us for operational planning and monitoring their success. There is still room for improvement in the service level of transport routes, and the challenge is to allocate limited resources to where they are most beneficial for both citizens and companies. We are constantly striving to consider the needs of companies through regular dialogue,” says Anu Kruth, head of customer relations at the Finnish Transport Infrastructure Agency.
Road user satisfaction started to increase, especially in the summer season
The Finnish Transport Infrastructure Agency surveys road users’ satisfaction twice a year. One of the surveys concerns winter maintenance of roads, while the other concerns the state and condition of roads during the summer season. Unlike in the above-mentioned Business Customer Survey, satisfaction with the road network began to increase in both Road User Satisfaction Surveys of the past year. This was particularly the case for the summer season.
“Road User Satisfaction Surveys provide important information and feedback on road maintenance and condition from the perspective of road users. The results of the surveys will be reviewed with the ELY Centres [from the beginning of 2026, Economic Development Centres] and utilised in the development of road maintenance from the perspective of both the summer and winter seasons,” says Road Maintenance Specialist Jarkko Pirinen from the Finnish Transport Infrastructure Agency.
In the winter survey, satisfaction increased among both private individuals and heavy traffic, but rather moderately. Satisfaction with the winter maintenance of main roads was higher than that of other roads, and regional differences in the results were in some areas significant.
This is, among other reasons, because winter conditions varied greatly in different parts of the country: The short and warm winter of Southern Finland contributed to a better result than in the previous year, whereas in many contracts in the north, difficult weather conditions caused challenges on the road.
In the summer season survey, the satisfaction of private individuals in particular increased significantly compared to 2024. Satisfaction among professional drivers increased more moderately.
Behind the summer results are good paving years, which are typically only fully reflected in the satisfaction of road users with a one-year delay. In 2024, more than 4,000 kilometres of roads were paved with additional government funding, and more than in previous years also outside main roads. The past year was also good from the perspective of paving (over 3,100 km).
High satisfaction with winter navigation services
In addition, customer satisfaction with winter navigation was measured in the traditional way through a survey conducted in April 2025. The results of the survey showed that the satisfaction of stakeholders with winter navigation services remained at a good level during the previous winter.
“Open answers emphasised gratitude for the smooth running of services and the functioning of cooperation in challenging weather conditions,” says Maritime Specialist Mika Nyrhilä from the Finnish Transport Infrastructure Agency.
Overall, the survey results supported the view that the winter navigation system functions reliably even during exceptional winters. The development work will continue together with stakeholders.
Passenger satisfaction with railway station conditions increased
This year, the Finnish Transport Infrastructure Agency, together with VR and HSL, also carried out a station area survey. It showed that train passengers’ satisfaction with station conditions increased compared to the previous survey conducted in 2023. Satisfaction levels, however, varied considerably from one station to another.
“The highest satisfaction was with the punctuality of train services, the information at the station and platform area, as well as the conditions for arriving at the station, such as finding access routes. The lowest satisfaction was with seating facilities at the stations, vandalism, cleanliness of the toilet facilities and the comfort of moving around the station and platform areas. The reasons for the results and the related development measures are analysed in cooperation with organisations managing station areas,” says Director of Railway Maintenance Jukka P. Valjakka from the Finnish Transport Infrastructure Agency.