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Tram Survey Shows Most Passengers Are Satisfied With Their Service

Published on 08/04/2014 Click here to go back

Tram Survey Shows Most Passengers Are Satisfied With Their Service

90 per cent of tram passengers are satisfied with their journey. This was highlighted in Passenger Focus’s first Tram Passenger Survey (TPS)1 published today. 

This compares favourably with other recent passenger surveys which found that 88% of bus and 83% of rail passengers were satisfied with their journey.

The survey questioned 5,250 tram passengers on the Blackpool tramway, Manchester Metrolink, Midland Metro (Birmingham/Wolverhampton), Nottingham Express Transit and Sheffield Supertram.

David Sidebottom, Passenger Focus acting chief executive, said:

“I am delighted that we are publishing this first Tram Passenger Survey to add to our family of passenger satisfaction surveys. This will enable operators and transport authorities to learn from the results and identify where they might make improvements.

“Passengers were asked to suggest improvements for their tram service. This included fewer delays and cheaper tickets. These results provide focus for our conversations with the tram operators and authorities to guide improvements.


Other findings include:

31% surveyed thought that using the tram was the best way of getting to where they wanted to go, and 20% thought it was more convenient than the car.  Passengers scored value for money for trams as highly as they do for buses (60 and 61%) but far higher than rail passengers (45%.  Satisfaction with the availability of seating or space to stand was lower on tram than on bus (72% and 85% respectively), albeit both are better than rail (67%). This is clearly an area for improvement.  82% of passengers were satisfied with the punctuality of the service. This compared to 76% for bus passengers and 79% for rail passengers.

Bob Mason, Director of Delivery, Blackpool Transport, said "We are delighted that our Customers have given us a 97% overall satisfaction result for journeys on our Tram system from Blackpool Starr Gate to Fleetwood Ferry. This is a great reflection of all the hard work and effort that is put in by our front line teams ably supported by the back room staff. The newly modernised tramway operation has now been operating for the last 2 years and we are now carrying over 3.4 million customers a year.”

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