Although most routes and almost all bus trips in Hanoi are of high quality, no business has yet achieved a 5-star rating. Many opinions question whether the current evaluation criteria correctly reflect the quality of service.
According to the bus service quality assessment report of the Hanoi City Traffic Management and Operation Center, among the 11 participating transport units, no business was rated 5 stars. Most achieved 4 stars (9 businesses), and the remaining 2 businesses at 3 stars.
At the route level, the entire network has 145 bus routes, but only 29 routes achieve 5 stars (about 20%), while the majority are at 4 stars (75.86%). This shows that the service quality between routes is still not uniform.
Notably, if considering the number of trips, the 5-star rate is very high, up to 99.98% out of a total of more than 5.8 million trips, reflecting a clear improvement in actual operation. However, this result is not enough to upgrade the enterprise rank, because the evaluation criteria still depend on many overall factors such as the scale of the exploited route, labor quality and operational efficiency.
Also according to the Hanoi City Traffic Management and Operation Center, some criteria in the current assessment set have revealed limitations, not reflecting the true quality of service, such as the method of scoring based on the number of routes or criteria that are still qualitative. This is considered one of the reasons why no business has achieved a 5-star rating.
In the coming time, Hanoi functional agencies will continue to review and propose adjustments to the set of evaluation criteria to more accurately reflect service quality and create motivation to upgrade for bus transport enterprises.
