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Tyne and Wear Metro 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 Tyne and Wear Metro.

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:

Tyne and Wear Metro complaints data

Note: Light rail operator

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

Transport Focus handled 22 complaint appeals in 2016 about Tyne and Wear Metro.

Using this graph you can explore the appeals to Tyne and Wear Metro.

Top five reasons for complaint appeals in 2016

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
Train service performance 5 1 7 8 13 6 13 16 3
Penalty fares/unpaid fares notice/prosecution 0 0 0 11 24 19 27 10 8
Complaints handling 1 2 5 6 16 5 14 5 5
Staff conduct and availability 0 1 5 2 2 2 9 4 3
Fares, retailing and refunds 2 4 10 12 3 3 2 2 0

Complaint appeals relating to:

Train service performance 16 This is up 23% on the previous year
Penalty fares/unpaid fares notice/prosecution 10 This is down 63% on the previous year
Complaints handling 5 This is down 64% on the previous year
Staff conduct and availability 4 This is down 56% on the previous year
Fares, retailing and refunds 2 This is the same as the previous year