Metro has retained its Government Charter Mark for the twelfth year running, with 11 areas singled out as best practice nationally, including Metro’s record breaking level of train punctuality.
The Charter Mark assessor was impressed that Metro ran 96.17 percent of trains on time during the year to March 2009 - ahead of the performance figures set down in Metro’s Customer Charter.
The assessor was pleased with improvements made over the year and was very impressed that Metro was nominated for train operator of the year.
Other areas of best practice included engineering innovations by Metro staff, cost savings through partnerships and contract tendering and an interactive map on the Metro website.
The award has six criteria focusing on areas such as actively engaging with customer and being accessible to all, which were independently and rigorously evaluated and assessed, with Metro achieving a 97 percent pass rate.
The Charter Mark Inspectors carried out their assessment of Metro over two days in November of last year. The award has six criteria, split into 63 elements, all of which are independently and rigorously evaluated and assessed.
The obligations of Charter Mark holders are to maintain and, where possible, improve levels of performance. They must seek ways of continually improving what they do and implement these wherever it is practical to do so.
Metro Director, Mick Carbro, said: “Metro staff have once again worked extremely hard to ensure we have retained the Government Charter Mark. To achieve eleven area of best practice nationally is really great news.
“The award demonstrates just what a dedicated workforce we have at Metro. Everyone has played their part.”