Customer satisfaction and performance

Metro performance

Metro aims to maintain high standards of reliability. To see how we have performed this period, have a look at the attatchment below 'How Metro is performing'.

A customer satisfaction survey is carried out in May and November each year on key aspects of the Metro service, a summary of the results are available int he download 'Customer satisfaction summary'.

Comments and complaints

We aim to answer 95% of all formal complaints received by letter or Customer Response Form within ten working days and emails within five working days. On occasions we experience high volumes of customer contact and may not be able to respond within our advertised targets. In these circumstances the Customer Relations team work steadily through the backlog of contacts and respond in date order.

If you contact us with a complaint relating to a service we provide that's carried out by one of our stakeholders, we will investigate the complaint with the relevant company and inform you of the outcome.

In the four week period between 5 February and 4 March 519 complaints. 95% of written/telephone correspondence was answered within ten working days and 95% of emails were answered within five working days. The number of complaints decreased in comparison to the previous period.

Breakdown of the complaints received
Safety and security - 16
Train service performance - 278
Ticket machine faults - 110
Staff conduct/availability - 53
Trackside quality - 0
Station quality - 10
Information at station/on Metrocars - 12
Other - 40

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