The Tyne and Wear Metro, operated by Nexus, has reported that customer satisfaction has risen following a recent survey.

Back in May 2021, 750 Tyne and Wear customers rated them eight out of ten when asked to take part in a satisfaction survey, with high marks on the helpfulness, knowledge, and professionalism of frontline workers.

The last time a score this high was achieved was back in May 2014.

Staff across the Tyne and Wear Metro have worked extremely hard throughout the coronavirus pandemic to ensure safety to everyone using their trains and stations.

Cleaning schedules have been increased, with staff using anti-microbial fogging of trains and UV-filters on escalator handrails, which have proved very successful.

With passenger numbers rising following the easing of COVID-19 restrictions and rules, Nexus says it is currently seeing around 70% of pre-COVID-19 levels of passenger numbers.

Stadler, a train manufacturing firm based in Switzerland, is currently building 46 brand new trains as part of a £362 million order, expected to be completed in 2023.

The new trains will be more reliable and comfortable for passengers, while also using 30% less high voltage power.

Metro Operations Director, John Alexander said: “This is fantastic news and a real credit to a lot of people who have contributed to making the Metro journey experience better during a very challenging time. Well done to everyone involved, this is excellent recognition for all your efforts.

We are keen to push the customer satisfaction scores even higher and are continuing to work on improving the passenger experience, including recruiting more people to the team, developing new ticketing and payment methods, and of course investing in a new fleet of trains.”

Counsellor Carl Johnson, chair of the Tyne and Wear Sub-Committee of the Joint Transport Committee for the North East, and North Tyneside Council’s Deputy Mayor and cabinet member for Regeneration and Economic Development, said: “It’s great to hear that confidence is increasing among passengers to return to the Metro and that customers are happier than ever before.

“The Metro is a vital service that thousands of people across Tyne and Wear and beyond rely on and is a cleaner, greener alternative form of transport while helping reduce congestion on our roads. I would like to congratulate all the frontline staff who have contributed to keeping Metro services running.”

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