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HAKOM carried out regular consultations on the customer satisfaction of rail transport services

The processed data has been published on HAKOM’s website.

Zagreb, 20 February 2023- The Croatian Regulatory Authority for Network Industries (HAKOM) shall comply with Article 27 of Regulation (EU) No 1093/2010. The Law on Regulation of the Rail Services Market and Protection of Passengers’ Rights in Rail Transport (Official Gazette 104/17), conducted regular consultations in order to examine customers’ satisfaction with rail transport services.

The consultation was conducted through a survey of rail transport users through predefined online questionnaires, which were made publicly available and accessible to rail transport users from September to November 2022. Also, a field survey of users of rail passenger services was conducted with the “face-to-face” method at railway stations in five cities (Zagreb, Split, Rijeka, Osijek and Varaždin). The survey included 632 passengers and 20 users of rail freight transport. Service users evaluated the quality of accessibility and usability , the transportation service quality and the service of operators and infrastructure managers.

In the Republic of Croatia, 17 freight undertakings operated in 2022. (13 active) and only one railway passenger undertaking.

The conclusions of the consultations set out guidance on the main disadvantages of rail passenger and freight services, but also the advantages that rail transport has. All of the above may provide guidance to undertakings on how to improve their services.

Detailed analyses of the studies carried out can be seen in the links below.

For additional information please contact:

Croatian Regulatory Authority for Network Industries (HAKOM)

  • Roberta Frangeša-Mihanovića 9 Street
  • 10110 Zagreb, Croatia
  • Tel. + 385 (0) 1 700 70 07
  • Fax + 385 (0)1 700 70 70

Media inquiries can be submitted online using HAKOM’s official website:

About Hakom

HAKOM - Croatian Regulatory Authority for Network Industries – ensures preconditions for a fair market competition, stable growth and environment for innovations in the electronic communications and postal services market. HAKOM protects users’ interests and the possibility of choice among various communications and postal services at affordable prices, defines sustainable competitive conditions for operators and service providers under fair conditions for return on investment, and provides support to economic growth, public services and the quality of life in the Republic of Croatia by using modern technologies. HAKOM’ strategic goals are: to promote regulation of the electronic communications and postal services market, to support growth of investments and innovations in the electronic communications and postal services market, to provide efficient use of limited resources, to accelerate the growth of broadband products and services, to provide affordable offers of communications and postal services, to provide protection and informing of users, to build an efficient and comprehensive information system, to define and implement efficient processes, and to acquire multi-disciplinary expertise in market regulation.