Major Customer Satisfaction Boost for NET
14 June 2017
Nottingham’s tram network has received a massive vote of confidence from customers, ranking it as one of the country’s most popular light rail systems.
An independent national survey has given NET an impressive overall customer satisfaction rating of 97 per cent – four points ahead of the industry average.
Published today (Wednesday, 14 June), the survey results also show the network is continuing to perform well when it comes to punctuality, journey times and the length of wait between trams.
General Manager, Paul Robinson explained: “The results are fantastic. To receive such a high overall satisfaction score fully reflects the hard work and commitment demonstrated by our staff each and every day.
“In a number of key areas we’ve improved on previous surveys and, across the board, NET has outperformed the industry average.”
The in-depth study was conducted by the nationally respected Transport Focus organisation last autumn alongside similar surveys in Sheffield, the West Midlands, Manchester, Edinburgh and Blackpool.
The research found 96 per cent of NET customers were satisfied with service punctuality, up three points on the previous survey, and 93 per cent were satisfied with journey times. The interior cleanliness of trams and value for money also scored highly.
Jo Bentley, NET Customer Services Manager, added: “Our service is based on reliability, value for money, friendly staff, clean and easy-to-access trams. With our excellent tram stops and free park and rides sites, we provide customers with a first class transport option and it’s great when they give us such positive feedback.
“Ultimately they are the people we need to keep on impressing and we know we need to work hard to maintain our standards. Achieving good results is one thing, maintaining such impressive scores year on year as we have done takes real effort and commitment and our staff deserve tremendous credit.”
Nottingham City Council’s Portfolio Holder for Strategic Infrastructure and Communication, Cllr Jon Collins, said: “We hold the tram operators to very high standards and I’m very pleased that through an independent national survey its passengers are telling us that they continue to deliver a reliable, fast and frequent service for residents and visitors to Nottingham.
“Nottingham has an excellent integrated public transport network and NET plays a significant part in this. We are proud of our tram system and this survey shows that the people who use it are very satisfied with the service it provides, however, there’s always room for improvement and we will continue to work with NET to increase customer satisfaction across our tram network.”