Market research results for customer satisfaction
Market research into our customers’ satisfaction is carried out each year with about 2,000 customers asked how they think we’re doing.
The research covers 23 areas of the Metro service and the questionnaires are carried out in face to face interviews.
23 areas of our service are split into six categories:
-
- cleanliness
- information
- safety and comfort
- staffing
- station equipment
- ticketing
The results of the questionnaires are shown as a mean score out of ten for each of these categories. The level of overall customer satisfaction is also included in
the survey.
The latest customer satisfaction survey was carried out in February 2026.
| Category | Feb 2026 | Nov 2025 | Aug 2025 | May 2025 | Feb 2025 | Nov 2024 | Aug 2024 | May 2024 | Feb 2024 |
| Cleanliness | 7.4 | 7.6 | 7.6 | 7.1 | 7.0 | 6.8 | 6.8 | 6.8 | 7.0 |
| Information | 7.4 | 7.6 | 7.5 | 7.6 | 7.4 | 7.1 | 7.2 | 7.3 | 7.2 |
| Safety and comfort | 7.0 | 7.4 | 7.3 | 7.3 | 7.0 | 6.9 | 6.8 | 6.8 | 7.0 |
| Staff availability | 5.5 | 5.7 | 5.4 | 5.5 | 5.2 | 4.6 | 5.1 | 5.2 | 4.6 |
| Station equipment | 7.3 | 7.6 | 7.7 | 7.3 | 7.4 | 7.1 | 7.1 | 7.0 | 7.3 |
| Ticketing | 7.5 | 7.4 | 7.8 | 7.5 | 7.6 | 7.4 | 7.3 | 7.1 | 7.4 |
| Metro overall satisfaction Question asked separately, the result is not an average of the other factors. |
7.4 | 7.3 | 7.7 | 7.4 | 7.6 | 7.6 | 7.5 | 7.3 | 7.2 |
You can download a PDF of the latest reports below:
