Record results for Tyne and Wear Metro passenger satisfaction survey

The latest survey of passenger satisfaction on the Tyne and Wear Metro has given record results more than 750 who were questioned giving the network eight out of 10 – the highest level since May 2014. The frontline teams on the Metro also came out well from the survey with the highest scores ever recorded for helpfulness, knowledge and professionalism.

This latest survey was undertaken in May 2021 and recognises the tireless efforts of Metro’s frontline teams throughout the pandemic, keeping stations and trains reliable, clean and Covid secure.

John Alexander, Metro Operations Director, said: “This is fantastic news and a real credit to a lot of people who have contributed to making the Metro journey experience better during a very challenging time. Well done to everyone involved, this is excellent recognition for all your efforts. We are keen to push the customer satisfaction scores even higher and are continuing to work on improving the passenger experience, including recruiting more people to the team, developing new ticketing and payment methods, and of course investing in a new fleet of trains.”

Cllr Carl Johnson, Chair of the Tyne and Wear Sub-Committee of the Joint Transport Committee for the North East as well as North Tyneside Council’s Deputy Mayor and cabinet member for Regeneration and Economic Development, added: “It’s great to hear that confidence is increasing among passengers to return to the Metro and that customers are happier than ever before. The Metro is a vital service that thousands of people across Tyne and Wear and beyond rely on and is a cleaner, greener alternative form of transport while helping reduce congestion on our roads. I would like to congratulate all the frontline staff who have contributed to keeping Metro services running.”

Over 400,000 people a week are now using the Metro for work and leisure, although this is still just under 70% of the number who travelled before the start of the pandemic. That number is expected to increase further over the summer.

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