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Metrolink satisfaction data

Note: Light rail operator

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Metrolink.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a
How satisfied were passengers with train punctuality and reliability? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a
How good was the cleanliness of the inside of the trains? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a
How satisfied were passengers with the value for money of the price of their ticket? n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a

To access more detailed data on each satisfaction measure, choose a question:

Metrolink complaints data

Note: Light rail operator

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 11 complaint appeals in 2015 about Metrolink.

Using this graph you can explore the appeals to Metrolink.

Top five reasons for complaint appeals in 2015

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Penalty fares/unpaid fares notice/prosecution 0 0 0 1 1 5 8 1 2
Staff conduct and availability 0 0 0 0 1 3 3 0 1
Fares, retailing and refunds 0 0 0 0 0 1 2 0 0
Train service performance 1 0 0 0 0 0 2 0 0
Complaints handling 0 0 0 0 3 2 1 2 0

Complaint appeals relating to:

Penalty fares/unpaid fares notice/prosecution 8 This is up 60% on the previous year
Staff conduct and availability 3 This is the same as the previous year
Fares, retailing and refunds 2 This is up 100% on the previous year
Train service performance 2 This is up 100% on the previous year
Complaints handling 1 This is down 50% on the previous year