A new record

Customer satisfaction broke new records in 2016. The satisfaction barometer, conducted annually by an independent market research company, gave STIB a score of 7.1/10. That is the highest satisfaction rating ever achieved by the public transport company. 75% of people surveyed gave it a score higher than or equal to 7/10. And nearly one in three customers think that STIB is getting better. Satisfaction with regards the metro lines remains steady. The tram lines achieved a score equivalent to 7/10 and the bus lines improved slightly (7/10 compared with 6.9 in 2015). Satisfaction in terms of the staff professionalism grew and for the 1st time achieved a score of 7/10.

Ridership steady

In 2016, STIB recorded 369.5 million journeys. A relatively steady number compared with 2015 (370.2 million). Despite the (expected) impact of the attacks and the resulting disruptions on the network, passenger numbers on Brussels public transport quickly resumed their upward trend.

In 2016, STIB's vehicles travelled 938,499 million kilometres more than in the previous year, which is some 45.6 million kilometres in total. These additional kilometres are mainly attributed to the surface network (bus and tram) which benefited from better frequencies at peak times, evenings, weekends and in the summer. The tram experienced the greatest change in its offering, which enabled the number of kilometres covered to be increased by 3.15% compared to 2015. The bus travelled 2.05% more kilometres than the previous year and the metro grew by 0.69% despite several weeks of partial operation only.

The reception capacity of STIB's vehicles is calculated in places/kilometres. Places/kilometre represents the number of available seats across all metro trains, trams, and buses, multiplied by the number of kilometres they have travelled. It is a measurement commonly used in the transport industry. This indicator not only takes account of available seats, but also the frequency between two vehicles. Since the delivery of new, larger capacity vehicles has temporarily ended, STIB has focused its efforts on improving frequencies, despite difficult circumstances (budgetary restrictions, closure of the network following the attacks). This improvement has targeted the surface network and particularly the tram.Several tram lines experienced an increased offer (better frequencies at peak times, evenings, weekends and in the summer).

Increased frequencies

Working hours are changing, as are travelling habits. Morning and evening hours are less "fixed" than in the past. STIB is adapting to this change in society, in order to provide a better response to travellers' needs. Thus, it has increased its offer across 28 bus lines and 25 tram lines. It is extending its peak times in the mornings and evenings. It is also adding first departures early in the morning, at the beginning of the service. The frequencies of several bus and tram lines have also been improved at peak times during the week and at weekends.

The magnetic ticket has disappeared

The move from magnetic tickets to smart cards has been completed in stages in order to allow passengers to acquire new habits gradually. In July 2015, the sale of 5 and 10 journey magnetic tickets stopped. Over 300,000 MOBIB Basic cards were distributed to passengers so that they could easily load their transport tickets onto them. In February 2016, the last magnetic tickets still sold (1 journey, 1 day and 1 airport journey) were withdrawn from sale. They were replaced by contactless chip card tickets.Passengers still in possession of magnetic tickets after 1 July were able to trade them in against contactless chip card tickets or load the remaining journeys onto their MOBIB card by going to a BOOTIK or KIOSK. The new contactless chip card tickets are valid exclusively on the STIB network (with an extension to the Airport zone for 24h and airport tickets). This means that all JUMP transport tickets (also valid on the other operators' networks in Brussels) are only available in MOBIB format.

New facilities

STIB intends to facilitate the administrative processes for acquiring transport tickets and its e-commerce development has continued. In 2016, the number of tickets sold online reached a total of 60,120 units compared with 47,043 in 2015. Season ticket holders now receive an email alert that warns them when their season ticket is about to expire and directs them to the STIB's online purchase website, which is now more responsive and equipped for mobile payments. This enables passengers to reload their MOBIB card from any mobile device.Due to an agreement with the Crossroads Bank for Social Security, those benefiting from preferential tariffs no longer have to present their certificates when purchasing or renewing their transport ticket. Furthermore, since 2016, expiring profiles are automatically updated. The customer who has provided an email address is warned, without any formality to be completed. A first in Belgium.

WiFi in 15 stations

Every day STIB strives to convince even more passengers of the relevance of public transport for getting around the city. This means new vehicles, new lines, enhanced timetables but also new services able to satisfy passengers' new lifestyles. The objective is to offer them an ever more pleasant "travel experience". It is with this in mind that 15 of the 69 metro stations were equipped with WiFi in late 2016. STIB users can access the regional WiFi.brussels free of charge on the platforms and at the entrances to these stations. The goal is to equip all 69 stations by the end of 2017.

Info closer to the customer

In 2016, 375 new "light" waiting time displays were deployed on the surface network at bus and tram stops. These new surface displays, together with the new screens installed in stations, are added to the many displays already present on the network. In total, there were 960 waiting time displays at the busiest surface stops at the end of 2016. STIB has therefore achieved the objective set in its 2013-2017 management contract, which was to equip 40% of surface stops with waiting time displays. The 69 metro and pre-metro stations are also equipped with waiting time displays.

STIB on social networks

To dialogue with its customers on social media is very important for STIB. Its Facebook and Twitter pages have become essential official information sources for passengers. These new media show constantly growing interactions and have three key objectives:To answer passenger questions and complaints.To offer ever more exclusive content - photos, unusual information, competitions, videos - to internet users.To manage small and major crises.A service which proved to be more than essential on 22 March and the weeks that followed with billions of requests for alternative routes managed by the social mediateams.

Communicating about major projects

Information boards at stops, mass mailshots, explanations on the website and social networks, distribution of leaflets to passengers, support for stewards, actions to help shopkeepers... In 2016, STIB continued its efforts to provide passengers and residents with targeted information about major projects and their impact on passengers, residents and shopkeepers. As part of the Janson project, around 50 STIB volunteers handed out leaflets to inform passengers about track replacement works and their impact on trams 81, 92 and 97.

Reinforcements in stations

Following the dramatic events of 22 March, the Brussels government took a series of measures and decided to allocate 8.153 million euros to secure its public transport systems. There are now more security personnel in stations. Pending the recruitment and training of 15 STIB supervisors and 107 security officers, private security guards have been deployed.

A "vigilance" telephone number

STIB has taken other measures in terms of the security of its network in addition to these human reinforcements. These include speeding up the extension and modernisation of the surveillance cameras, adapting evacuation plans, training, procedure reminders, etc. STIB has also improved security measures on its various sites where access is strictly controlled. A "vigilance" number (1707) has been launched to enable passengers to provide information about any suspicious situation. This became operational in early 2017. STIB is intensifying its collaboration with the law enforcement agencies and increasing its joint operations. In 2016, there were 210 Local Integrated Police Actions or LIPA and 5 operations across several municipalities and Brussels public transport operators (Full Integrated Police Actions or FIPA).

Awareness campaigns

Large ridership and frequencies on the metros, trams and buses increase the risk of accidents. This is why STIB has decided to implement a comprehensive risk management system related to the operation for its entire network (metro, tram and bus) in order to limit such risks as much as possible. Network safety also means educating public transport users and motorists. Therfore, STIB conducts "safety" campaigns at the same time to remind everyone about the proper behaviours to be adopted. As autumn approaches, a time when the leaves fall and visibility decreases, the "Priority Tram" campaign reminds motorists, pedestrians and cyclists that the tram always has priority and it is important to remain aware of its approach. In 2016, this campaign won an award at the CCB Awards which recognises the best creative campaigns in Belgium.

Celebrating 40 years

In 2016, the metro celebrated its 40th anniversary. In fact the first metro train travelled through the STIB's underground network in 1976. This event revolutionised Brussels public transport. And to mark this anniversary, STIB rustled up a whole host of activities including an art festival in the metro stations, an exhibition, an open day, a web documentary and interactive timeline. The opportunity to reflect on the past but also to take a look at current developments and touch on the future of this popular mode of transport. Because the metro has a bright future ahead of it!

An underground festival in 15 stations

The modern art festival Wunderground brought around 15 stations to life to celebrate 40 years of the metro. Its kick-off coincided with the Mobility Week and passengers could discover masses of art events: exhibition, dance, street art... This was also the launch of Wunderground Music, a web application that enables people to listen to and identify the music broadcast over the stations' speakers, participate in the scheduling, discover the schedule for famous DJs... A web documentary accessible online and live in a cinema set up in a station tells the story of the metro of yesterday, today and tomorrow. An interactive timeline, launched in partnership with Bruxelles Mobilité, brings together the sometimes unusual memories of internet users.