‘Bigger and better’: Metrolink praise patience through overhaul as customer satisfaction rises again

Despite Metrolink’s massive overhaul recently – which has turned the Manchester light rail network into the UK’s biggest – customer satisfaction is higher than ever.

A survey conducted by Transport Focus between September-December 2016 highlights a further year-on-year increase regarding passenger satisfaction – 90% of passengers claimed to be very or fairly satisfied with their overall journey, marking a significant increase in figures from 89% in 2015 and 85% in 2014.

With Metrolink expanding the ‘get me there’ smartcard this summer to enable customers to benefit from being able to pay for their tram and bus travel using a single card, with the option of buying Metrolink tickets online, TfGM’s Head of Metrolink Danny Vaughan said travel in Manchester was getting easier.

“Metrolink’s recent expansion to become the largest light rail network in the UK was unparalleled in pace and size and I’m grateful to customers for bearing with us as we’ve delivered a bigger, better tram network,” said Vaughan.

“These results are extremely valuable in helping us make customer-focused improvements that improve the journey experience even more.”

Metrolink is closer to bridging the gap between the 93% average for overall satisfaction across other, smaller tram networks including Blackpool, Edinburgh, Nottingham, Sheffield and Midlands.

“Due to the sheer scale of Metrolink operations and activity it’s not really sensible to make a like-for-like comparison with smaller light rail networks,” said Councillor Andrew Fender, chair of the TfGM Committee.

“I’m pleased that we are just 3% off the national average for satisfaction.”

Last year more than 37million passenger journeys were made via the 93-stop Metrolink network – the largest light rail system in the UK.

Satisfaction regarding the punctuality of the transport has risen significantly since last year with figures rising from 82% up to 86%.

Similarly, satisfaction with journey time experienced increases from 83% to 87% whilst satisfaction with the length of waiting time for a tram increased from 79% to 85% and the frequency of services from 75% to 80%.

Chris Coleman, managing director at Metrolink operator RATP Dev, said: “I am delighted to have seen a year-on-year improvement in customer satisfaction over the last four years of the Metrolink contract with RATP Dev.

“This shows our investment in key areas is having a positive impact on the customer.”

Image courtesy of Metrolink via Twitter, with thanks.

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