Blackpool Tramway comes out on top of major passenger survey

The Blackpool Tramway has the most satisfied passengers of five major UK tram systems according to Passenger Focus’ first Tram Passenger Survey (TPS). 97% of those questioned in Blackpool were satisfied with the tram service but it was not good news across the country as Manchester Metrolink only managed an 83% satisfaction rating. Overall 90% of the 5,250 passengers questioned on the tramways in Blackpool, Manchester, Midland Metro, Nottingham Express Transit and Stagecoach Supertram were satisfied with their journeys.

The overall satisfaction rating for tram passengers compares favourably with other recent passenger surveys conducted by Passenger Focus which found that 88% of bus and 83% of rail passengers were satisfied with their journey.

The passenger satisfaction levels for all the systems were as follows:

Blackpool Tramway – 97%

Nottingham Express Transit – 96%

Stagecoach Supertram – 94%

Midland Metro – 92%

Manchester Metrolink – 83%

The overall satisfaction of passengers was not the only thing that the survey found:

* 31% of passengers thought that using the tram was the best way of getting to where they wanted to go

* 20% thought it was more convenient than using the car

* 60% of passengers thought the trams were value for money (similar level to bus passengers and much higher than train users with only 45% agreeing on the trains)

* 72% of those questioned were satisfied with the availability of seating and standing space on board the trams, which could be seen as the trams being a victim of their own success or the fact that people would prefer there to be more seating. This figure was lower than on the buses (85%) but higher than the trains (67%).

* Out of the three modes of transport the trams came out on top for punctuality of the service with 82% of people satisfied whereas the figure was only 76% for bus passengers and 79% for train passengers.

All five of the tramway operators were pleased with the results with Bob Mason, Director of Delivery at Blackpool Transport, first out of the blocks: “We are delighted that our Customers have given us a 97% overall satisfaction result for journeys on our Tram system from Blackpool Starr Gate to Fleetwood Ferry. This is a great reflection of all the hard work and effort that is put in by our front line teams ably supported by the back room staff. The newly modernised tramway operation has now been operating for the last 2 years and we are now carrying over 3.4 million customers a year”

Lea Harrison, Head of Service Delivery at Tramlink Nottingham, said: “The research offers some very useful insights into the opinions of tram users, and complements our regular customer satisfaction surveys. I’m delighted this latest study has shown that, in terms of overall customer satisfaction, NET has performed well above the industry average. As with all feedback of this nature, we will use the information to shape a continuous programme of service improvements.”

Paul Griffiths, Metro Programme Director at Centro, said: “It is great to see how highly passengers rate their experience of using Midland Metro, particularly when we are in the middle of a major project to expand the fleet and extend the route. Our new fleet of modern trams will make a huge difference to passengers and hopefully give even higher satisfaction by the time of next year’s survey. The changes that we are making will address the comments made by passengers about providing additional capacity, better information and more frequent services.”

The Managing Director at Stagecoach Supertram, Margaret Kay, had this to say: “South Yorkshire has an excellent public transport network and this latest survey shows that Supertram is leading the way. That’s why we’re so focused on offering great value, integrated travel so people can make the most of tram and bus services. We offer high-quality, great value, fast, frequent and punctual tram services which connect easily to other modes of transport and it’s great to see that our customers have recognised that.”

And even officials in Manchester were pleased with the results, despite the fact they came bottom of the pile, Peter Cushing, TfGM’s Metrolink Director, said: “We are really pleased that 83% of our passengers were satisfied with the service at a time when we are expanding and major transformational works are under way across the network. That is a huge positive for us to take away and build upon because this is an independent assessment of our network at a critical stage of its transformation.”