The Ministry of Mobility and Public Works has published the results of a satisfaction survey conducted among beneficiaries of the ADAPTO transport service, revealing a clear trend: 80% of users report being satisfied with the service, which is widely recognised and appreciated and continues to improve over time.

ADAPTO transport service

Created in 2008, ADAPTO operates as an individualised shared transport service designed for people with irreversible disabilities or physical, mental, sensory, or psychological impairments resulting in significantly reduced mobility.

This on-demand, occasional service stands out from similar schemes abroad due to its free access, nationwide coverage, and an annual allocation of 360 trips per beneficiary.

Methodology

The interviews were conducted using three complementary methods: an accessible PDF, a paper questionnaire, and telephone interviews.

The survey was carried out among 601 clients of the Adapto service, with an overall participation rate of 47%. The fieldwork took place from 9th to 30th September 2025.

Key results

Illustration showing the overall level of satisfaction among users of the Adapto service:

The results highlight several strong trends:

• 80% overall satisfaction with ADAPTO, an increase of 11 points over 15 months (compared to 69% in June 2024).
• 94% of respondents report being well informed about how the service operates and is organised.
• For 91% of users, the annual allowance of 360 trips is considered optimal to meet their essential needs.

Areas for improvement

Several measures are currently being implemented or considered to further optimise the service:

• Ongoing training for drivers, particularly to better understand invisible disabilities .
• More proactive communication in the event of delays or changes.
• Further optimisation of digital tools and the application.

Finally, we would like to express our gratitude to the 601 users who participated in this survey, and to the MMTP for their trust.

If you would like to find out a little more about the reports published by ADAPTO or download the full report by clicking on ‘Results details’.