Transport User Voice – April 2018 – Tram services are great, but focus must remain on maintaining high satisfaction rates

28 March 2018

The annual Tram Passenger Survey, now in its fifth year, shows that more than nine in 10 tram passengers are satisfied with their journey.

The results from the latest survey of 6000 passengers show 91 per cent satisfaction overall across the five networks in the survey, Manchester, Sheffield, Blackpool, Birmingham and Nottingham.

The key factor which makes tram journeys ‘great’ is the onboard environment and comfort. While satisfaction with this is relatively constant, satisfaction with the availability of seating or space to stand decreased significantly from 78 per cent in 2016 to 75 per cent. The amount of personal space is the lowest-rated onboard aspect, with 72 per cent of passengers satisfied.

Transport Focus director David Sidebottom said:

“Overall we know tram passengers are pretty content. We know that what matters to them is the space, comfort and overall environment of the tram. Since the survey started in 2013, tram has become more popular and therefore more crowded, especially in the busy peak travel periods. We challenge the industry to act on this insight and maintain its high passenger satisfaction ratings into the years to come.”

Click here to see the survey.

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