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Customer Satisfaction Survey Results

Tram survey highlights Metro’s growing popularity

Customer Satisfaction Survey Results

The popularity of trams in the West Midlands continues to soar, with more than nine out of ten passengers expressing satisfaction with their journey in a recent survey.

The impressive set of results showed positive increases across a range of measures, with Metro team members appearance and tram stop convenience both reaching 93%, while overall satisfaction with tram stops increased to 92%. Additionally, the visibility and accessibility of route information at tram stops increased by 3% to 91%, making it even easier for customers to navigate their journeys.

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of customers satisfied with West Midlands Metro overall

Sophie Allison, Managing Director for West Midlands Metro, explained: “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.”

When asked about their journey duration and the ease of boarding, 91% of respondents expressed satisfaction. Additionally, 89% were satisfied with tram reliability, while 86% were pleased with tram frequency, reflecting a 5% and 10% increase respectively from 2023. In terms of wait times, 87% expressed satisfaction, marking a 6% improvement from the previous survey.

“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, conducted in November and December last year, revealed significant improvements in several areas. The study also outlined that nearly three-quarters of customers felt Metro services offered good value for money, while satisfaction with tram reliability increased noticeably from 83% in 2023 to 89% in 2024.

Additionally, more customers reported being able to find a seat for all or part of their journey, rising from 62% in 2023 to 73% in 2024.

“Although we’re thrilled with the latest results, we’ll never stop striving to do even better for our customers,” Sophie noted. “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.”

With these impressive figures, Metro is well-equipped to continue delivering a safe, secure, reliable, and sustainable service to the Midlands, especially as the network continues to expand.

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