How We're Doing

See the results on our latest customer satisfaction survey.

In 2024 customers were encouraged to share their feedback as part of our annual customer satisfaction survey.

The surveys were conducted independently by Transport for West Midlands using a specialist team trained to carry out face-to-face interviews with customers on our network and as a digital survey.

Thank you to everyone who took part, here are the headline results from your feedback.

91%

of customers satisfied with West Midlands Metro overall.

1,400

Over 1,400 customer surveys completed

0 %

Overall experience at
our tram stops

0 %

Duration of
the journey

0 %

Helpfulness and appearance of our team

0 %

Information provided onboard the tram

On the tram

90%

Cleanliness & condition of the tram

87%

Security while on the tram

84%

Comfort of journey on the tram

At tram stops

93%

Convenience & accessibility of the tram stops

90%

Condition & maintenance of the tram stops

89%

Information provided at the tram stop

Tram times

89%

Reliability (trams running on time)

87%

Length of time waiting for a tram

86%

Frequency (how often the trams run)

Waiting for the tram

91%

Route / destination information displayed

90%

The ease of getting on & off the tram

89%

Accuracy of next tram information

Our team

92%

The appearance of team members

90%

The helpfulness & attitude of team members

Ticketing

90%

Range of payment options available

89%

Range of ways you can purchase tickets

73%

Overall value for money

Previous results

2023 Customer Satisfaction Survey

Download here

Customer Services

We value our customers’ opinions and would love to hear about your recent tram journey with Metro.

To tell us what we do well or what we can do better, please get in touch by chatting to us via our social platforms, emailing us at customerservices@westmidlandsmetro.com, or calling 0345 835 8181.

Our normal opening hours are:
Mon – Fri 08:00 – 18:00
Sat 09:00 – 13:00
Sun Closed

Social Media

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FAQs

Read our frequently asked questions to help you travel on our network.

Ticket Information

View ticket options to find the right ticket for your journey.

Latest News

Stay up to date with all the latest news from West Midlands Metro.

Safety & Security

Find out how to stay safe when using the Metro.

How We're Doing

See the results on our latest customer satisfaction survey.

Thank you to everyone who took part, here are the headline results from your feedback.

91%

1,400

On the tram

90%

87%

84%

At tram stops

93%

90%

89%

Tram times

89%

87%

86%

Waiting for the tram

91%

90%

89%

Our team

92%

90%

Ticketing

90%

89%

73%

Previous results

Customer Services

Social Media

FAQs

Ticket Information

Latest News

Safety & Security

Customer services

Website information

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