More than nine out of ten passengers are satisfied with the West Midlands Metro according to a recent survey undertaken. The latest numbers are an increase from the last time a similar survey was run and management at West Midlands Metro have expressed their pleasure at these results.
The overall satisfaction rating was at 91%, an increase of 4% from the last survey. Meanwhile, Metro team members and tram stop convenience recorded 93% and the visibility and accessibility of route information at tramstops increased to 91% (a rise of 3%).
Other results from the survey included 91% of respondents satisfied about their journey duration and the ease of boarding, 89% were satisfied with tram reliability (5% rise), 86% pleased with tram frequency (10% increase, and coming after the timetable frequency was increased last year), and 87% were happy with wait times for a tram (up 6% from the 2023 survey).
Sophie Allison, Managing Director for the West Midlands Metro, said: “As well as seeing our overall satisfaction score increase by 4% from the previous survey to 91%, we’ve also made notable improvements in key areas like wait times and seating availability, which make a real difference to customer experience. These impressive results reflect the investment we’ve made to enhance frequency and reliability, and the commitment of the entire Metro team to deliver the best possible service to the tens of thousands of people who rely on us every day for work, education or leisure.”
The research of this survey was undertaken in November and December 2024. The study also outlined that almost three quarters of passengers felt Metro services offered good value for money and satisfaction with the numbers who could find a seat for all or part of their journey increasing from 62% to 73%.
Sophie concluded: “Although we’re thrilled with the latest results, we’ll never stop striving to do even better for our customers. The feedback from our customers is invaluable which is why we value their input, and as we continue to grow, these findings will guide us in identifying what we are doing well and where further improvements can be made.”