A new survey has shown that customer satisfaction on the West Midlands Metro has reached a new high with 93% of those who took the time to respond saying they were either satisfied or highly satisfied with their journey on the network – a 2% rise from the previous year.
The survey also shows a 2% increase in satisfaction with reliability to 91% and a 5% rise in satisfaction with the frequency of services also to 91%. Customers also expressed their satisfaction with the helpfulness or members of the Metro team (rising by 1% to 92%), and the comfort of their journey (up 4% to 88%).
Sophie Allison, West Midlands Metro Managing Director, said: “As we look towards an exciting new era, these results mark a huge vote of confidence in everything we are doing to deliver a safe, sustainable and reliable tram service that local communities can be proud of.
“The past twelve months have seen improvements across the board, with satisfaction in journey times also increasing by two per cent to 93 per cent, and satisfaction in the cleanliness of trams reaching a similar level following a three per cent increase compared to the previous year.
“We’re delighted at these latest customer satisfaction results that reflect the hard work of the entire Metro team and investment across the network. However, we will never become complacent and will continue to do everything we can to provide an even better service for both new and existing customers.”
The survey saw over 1,200 respondents give their opinions on the Metro. The surveys were conducted independently by Transport for West Midlands using a specialist team who undertook both face-to-face interviews and a digital survey.
- The full results can be viewed at https://www.westmidlandsmetro.com/how-were-doing/