Working in partnership with London TravelWatch

Transport User Voice – May 2019 – Tram passenger satisfaction riding high

29 April 2019

Tram Passenger Survey Autumn 2018 results

Nine in 10 tram passengers are satisfied with their journey in the latest Tram Passenger Survey. So, what’s the secret to tram’s success? 

Almost 5000 passengers in Blackpool, Manchester, Sheffield and the West Midlands were asked how satisfied they were with their tram service. The survey also assessed their satisfaction for a wide range of aspects including value for money, the tram stop, waiting for the tram, environment and comfort on the tram, cleanliness and information outside the trams, and the role of the tram driver. 

Passengers in Blackpool and Sheffield were the most satisfied overall with their journey at 97 per cent. Passengers rated Blackpool as the best value for money service with 91 per cent satisfaction. For the first time, passengers on Sheffield’s new Tram Train services were also surveyed and returned a 100 per cent passenger satisfaction on this route. 

Satisfaction with value for money among fare-paying passengers remains at 68 per cent satisfaction across the four areas. Satisfaction with punctuality and the length of time waiting for the tram have remained unchanged since 2017, with 89 per cent of passengers satisfied with both aspects. Satisfaction with the helpfulness and attitude of staff increased to 89 per cent (from 82 per cent in 2017). 

Across the four networks, tram passengers reported an increase in satisfaction with the smoothness of their journey. On the largest and busiest tram network outside of London – Manchester Metrolink – passengers reported a significant increase in this area of passenger comfort. 

Operators must not rest on their laurels, however. Passengers should feel their experience is worth the money paid and operators should continue to focus on areas for improvement like the cleanliness of services and providing enough space to sit or stand on every tram.  

What makes a great tram journey? The on-board environment and a smooth ride. Passengers reported an increase in satisfaction with the smoothness of their journey at 82 per cent (from 80 per cent in 2017). 

The Tram Passenger Survey provides a constant, robust measurement of passenger satisfaction with tram services. It also informs understanding of barriers to greater use of tram, how to encourage greater use and how to improve passenger experience. 

The team at Transport Focus has presented the findings from the latest survey to the tram operators, transport authorities and other key stakeholders. Transport Focus will continue to work collaboratively with these decision-makers to identify areas of passenger concern and general improvements and develop action plans to resolve them. 

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