Passengers ‘very satisfied with trams’

Tram chiefs have welcomed the findings. Picture: Ian Rutherford

Edinburgh’s tram line has been given a glowing report by its users in the first few months since its launch, with passengers giving it the best rating of any UK tram service.

The UK’s passenger watchdog has revealed more tram users are “very satisfied” with the service in Edinburgh than for trams in Blackpool, Sheffield, Manchester, Nottingham and Birmingham.

And in total, 95 per cent of tram users reported that they were satisfied with the service, with light rail experts hailing a “very good report card” that they claimed makes an “overwhelming case” for the extension of the line.

The survey by Passenger Focus’ is the first look at how residents have responded to the service since it launched on May 31 last year.

It gives a revealing inside look at how the tram is being used, and by what kinds of people. Even though elderly residents will remember the last time trams rumbled along the streets of the Capital, it is young people who are embracing the service, with almost a third of users aged between 16 and 25.

Despite the limited reach of the line that was cut to just 14km due to spiralling costs, commuters have also taken to the tram in large numbers, with 45 per cent of users going back and forth to work every day on the service.

And the survey also offers a glimpse into the tram’s finances, following months of speculation about the number of free concessionary fares, which are paid for from council coffers.

According to the study, just 11 per cent of users are travelling for free, which bosses say backs up their claims that ticket sales are within budget expectations. However, the number of lucrative £5 airport fares sold remains a closely guarded secret.

Edinburgh’s trams have been ranked above the UK’s five other light rail systems on a number of key measures, including punctuality and whether the service is value for money.

The survey found 94 per cent of passengers said they were satisfied with the way trams kept to their schedule, ahead of all five other UK tram services in the Passenger Focus survey.

Edinburgh was just two per cent behind Blackpool on total satisfaction with ticket prices, but more passengers in the Capital said they were “very satisfied” than anywhere else in the UK.

Tom Norris, general manager of Edinburgh Trams, credited the hard work of tram staff for delivering top marks for the service.

He said: “This feedback is a great reward for all the staff who have put in so much effort to make the trams an excellent way of getting around the city.

“We always listen to our passengers and try to learn what we can do better, and this first large-scale independent study will help us to do that even more.

“While I’m obviously delighted, we’ll continue to work hard to make every journey as safe, reliable and enjoyable as possible. We’ll look very closely at all aspects of this report as there’s always room to improve.

“We’re still a new service and I’m confident, that with a focus on continuous improvement, that we can be even better.”

City transport convener Lesley Hinds, who chairs public transport umbrella body Transport for Edinburgh, said: “This is an excellent response and demonstrates just what Edinburgh Trams means to the public as a safe and efficient method of transport.

“Providing the best possible service for passengers is central for Transport for Edinburgh, and since launching in May the trams have clearly made a positive impact on customers.

“With similarly high levels of customer satisfaction for Lothian Buses, we are clearly on our way to achieving a seamlessly integrated transport offering for the city.”

In all, 549 passengers were quizzed for the survey in Edinburgh, with a total of 4641 people taking part around the UK through face-to-face interviews or an online questionnaire. Surveys were carried out from September to November last year – a period which tram bosses say was particularly challenging in terms of breakdowns and service interruptions, making the tram’s performance even more positive.