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 attachment below 'How Metro is performing'.

We ask 2000 customers every year how they think we're doing, a summary of the results are available in the download 'Customer satisfaction summary'.

Comments and complaints

We aim to answer 95% of all formal complaints received by letter or Customer Feedback 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 27 June and 24 July 435 complaints were received, 95% of written/telephone correspondence was answered within ten working days and 97% 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 - 23
Train service performance - 130
Staff conduct/availability - 26
Station quality - 21
Quality on train - 3
Information at station/on trains - 4
Praise - 4



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