Tram Initiatives Boost Customer Satisfaction
Tram Initiatives Boost Customer Satisfaction
Tram Initiatives Boost Customer Satisfaction
29 October 2018

A series of initiatives aimed at enhancing the customer experience and boosting tram reliability have proved a hit with NET customers, according to the latest research.

A new survey has revealed overall customer satisfaction at 96 per cent, a significant improvement on other recent surveys with smaller sample sizes.

Of more than 1,000 people questioned, more than eight out of ten people said they had confidence in the reliability of the network, a key priority for NET customers.

Carried out on behalf of Keolis, which operates Nottingham’s tram network, the study also found 97 per cent of customers would recommend NET, and a similar number agreed that its employees provide good service.

Director and General Manager Paul Robinson commented: “More than nine out of ten said it offered good value for money, and the research shows we are definitely heading in the right direction.

An action plan to improve reliability has been put in place with a wide range of initiatives, including the installation of measures to help prevent other road vehicles from getting stuck on ‘tram only’ sections of the network.”

NET is also embarking on a programme of signalling upgrades whilst its customer service team has transformed the way it communicates with customers during any unplanned disruption. It’s also launched a safety campaign aimed at reducing the number of delays due to road traffic collisions.

It’s clear from the survey findings that these efforts are already delivering positive benefits for our customers. But we’ll never become complacent and will continue our efforts to improve both reliability and customer service as we aim to cement our place as one of the country’s most popular light rail networks,” Mr Robinson added.