Metro performance and customer satisfaction
Metro train punctuality performance is reported on every four weeks and market research into our customers’ satisfaction is carried out each year with about 2,000 customers asked how they think we’re doing.
Metro performance
Every four weeks we publish our train performance result to show how many of our trains arrived on time (within 3 minutes later or within 30 seconds earlier than scheduled).
Between 13 September-10 October 2026, 84% of our trains arrived on time.
For the previous month, 91% of trains arrived on time.
For the same time last year 81% of trains arrived on time.
You can view the latest performance poster below:
Metro performance poster 13 September-10 October 2026
Customer satisfaction market research results
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 August 2026.
| Category | Aug 2026 | May 2026 | Feb 2026 | Nov 2025 | Aug 2025 | May 2025 | Feb 2025 | Nov 2024 | Aug 2024 |
| Cleanliness | 7.4 | 7.5 | 7.4 | 7.6 | 7.6 | 7.1 | 7.0 | 6.8 | 6.8 |
| Information | 7.4 | 7.5 | 7.4 | 7.6 | 7.5 | 7.6 | 7.4 | 7.1 | 7.2 |
| Safety and comfort | 7.0 | 7.1 | 7.0 | 7.4 | 7.3 | 7.3 | 7.0 | 6.9 | 6.8 |
| Staff availability | 5.3 | 6.1 | 5.5 | 5.7 | 5.4 | 5.5 | 5.2 | 4.6 | 5.1 |
| Station equipment | 7.1 | 7.3 | 7.3 | 7.6 | 7.7 | 7.3 | 7.4 | 7.1 | 7.1 |
| Ticketing | 7.3 | 7.2 | 7.5 | 7.4 | 7.8 | 7.5 | 7.6 | 7.4 | 7.3 |
| Metro overall satisfaction Question asked separately, the result is not an average of the other factors. |
7.3 | 7.4 | 7.4 | 7.3 | 7.7 | 7.4 | 7.6 | 7.6 | 7.5 |
