Customer satisfaction in West Midlands rail and metro services improves, figures show
An increasing number of passengers are satisfied with the punctuality and value for money of West Midlands rail and metro services.
Figures presented the West Midlands Combined Authority’s Transport Delivery Overview and Scrutiny Committee showed growing contentment amongst commuters.
A reduction in cancellations and improved reliability were said to be the reasons for the improved figures.
Between July and September 2025, the percentage of people satisfied with the punctuality of rail services rose to 72 per cent compared with 67 per cent in the same period of 2024.
The number of people satisfied they were getting value for money with rail services also increased to 60 per cent in 2025 compared with 50 per cent the year before.
Similarly, with Metro services 95 per cent were happy with the punctuality of services between July and September 2025, up from 2024’s 86 per cent.
And there was a slight increase in how many felt they got value for money with tram services from 71 per cent in 2024 to 72 per cent in 2025.
Bus services didn’t fare so well, however, with only 45 per cent satisfied with punctuality of services between July and September last year, although this was an increase from 41 per cent in 2024.
There was a drop in the number of people who felt they were getting value for money on buses with just 48 per cent recorded in 2025 – down from 56 per cent the year before.
Claire Williams, director of network resilience at Transport for West Midlands (TfWM), said: “Some of the reasons behind customer satisfaction include cancellations on local rail operators have reduced over this period and improvements in train crew availability a key factor.
“Improved perception of the value for money on rail is likely linked to the better reliability and punctuality of the service with customers feeling they are getting the service they paid for.
“On Metro, publicity and construction milestones have raised awareness and confidence.
“TfWM comms have indicated spades in the ground, phased openings, journey times benefits and these are typically linked to the raised demand and awareness.
“Metro fares saw a below inflation rise in April 25 and operators emphasise small increase often don’t suppress demand when service quality is strong.”
