A quarter of regular users of the Isle of Wight Floating Bridge have rated the council-run service as poor.
A further one-in-five passengers think the Medina River link, between Cowes and East Cowes, is below average.
A survey was sent to chain ferry saver card holders (those who are most likely to use it regularly and get a discounted ticket price), between July and September.
Among feedback received were comments about how the service could be improved, including operating to a fixed timetable; a new app or text service; email updates; and a faster turnaround.
The Isle of Wight Council says it has developed an action plan, including reviewing operating hours, loading and unloading procedures and staff training.
Out of more than 5,100 passengers with a saver card, 1,188 responded.
Most told the Isle of Wight Council that ticket prices are about right.
For a single foot passenger journey, 27 per cent of passengers said the £1 fee (50p for saver cards) is too much, but 71 per cent felt it is correct.
Although most cyclists felt it the fare is about right, 10 per cent said they would pay more.
34 per cent of car drivers said the £2.40 single (£1.80 with saver card) is too much, while most (62 per cent) felt it is about right.
While just under half of all users wanted to see an improvement, 24 per cent said the service was above average or good.
Of those who responded, 94 per cent thought Floating Bridge staff were average, above average or good.
Suggestions for improvements also included making the last Floating Bridge of the day meet the last Red Funnel sailing of the day.
Some respondents said they would have no issues paying if they knew they could rely on the chain ferry running to a timetable.
County Hall’s proposed improvements will have been considered by the end of February.
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