Edinburgh Trams UK’s No. 1 For Customer Satisfaction

Posted on Wednesday, 14th June 2017 at 12:01

Edinburgh has been scored as the UK’s number one transport operator for customer satisfaction, an independent passenger survey has revealed.

With an outstanding 99 per cent rating, Edinburgh Trams outshone the performance of other tram, train, bus and ferry operators across the country and was a full six points above the industry average.

The results of a major, annual passenger survey undertaken by the nationally respected Transport Focus organisation were revealed today (Wednesday, 14 June). 

Edinburgh Trams Managing Director Lea Harrison said:

“This is brilliant news and a fantastic testament to the efforts of our staff.”

“Day in, day out, the staff provide an excellent service to our customers and this survey is just recognition for all that they do. The satisfaction rating is two per cent up on the previous year, which demonstrates our ongoing commitment to continuous improvement.”

“We know we must constantly explore new ways to further improve the customer experience. To come out as the top operator and to have a near perfect satisfaction rating is superb, but we must ensure we maintain our performance levels and must not become complacent.”

The in-depth Transport Focus study was conducted last autumn alongside similar surveys in other major cities.

The research also found that in Edinburgh customers were particularly impressed with other factors, with passengers giving the cleanliness and condition of the trams a 98 per cent satisfaction rating and scoring the comfort of their journeys at 94 per cent.

They also expressed high levels of satisfaction when it came to punctuality (94 per cent) and the length of time waiting for a tram (also 94 per cent). Both of these ratings, along with ‘value for money’, were well ahead of the national averages.

Manuela Calchini, VisitScotland’s Regional Director for Edinburgh and the Lothians, said:

I am delighted to see that Edinburgh Trams has been rated the best transport operator in the UK for customer satisfaction. In order for Scottish tourism to reach its potential, every single visitor must get a quality experience every single time, so accolades like this are extremely encouraging.”

David Sidebottom, Transport Focus Director, said:

“Tram travel is becoming a benchmark for excellence in transport success.  Their overall scores are well over the 90 per cent mark.  By comparison our latest bus survey is 87 per cent and train survey 81 per cent.  Edinburgh Trams, in particular, should be rightly proud of its 99 per cent satisfaction score."