Passenger satisfaction with the reliability and cost-effectiveness of rail and metro services in the West Midlands is on the rise, according to the latest official figures. However, the performance of bus services paints a less positive picture, with fewer passengers feeling they get value for their money.
Rail and Metro Services Show Marked Improvement
The statistics, presented to the West Midlands Combined Authority’s Transport Delivery Overview and Scrutiny Committee, reveal a clear upward trend for trains and trams. Between July and September 2025, satisfaction with rail punctuality climbed to 72%, a significant increase from 67% during the same period in 2024.
Perhaps more strikingly, the proportion of rail users who believe they are receiving value for money saw a notable jump, rising from 50% in 2024 to 60% in 2025.
The region's Metro tram network performed exceptionally well. A remarkable 95% of passengers were happy with tram punctuality in the third quarter of 2025, up from 86% the previous year. Satisfaction with value for money on the Metro also saw a slight increase, from 71% to 72%.
Bus Services Struggle to Keep Pace
In contrast, local bus services failed to match this positive trajectory. While there was a minor improvement in punctuality satisfaction—from 41% in 2024 to 45% in 2025—this figure remains low. More concerning is the drop in perceptions of value.
Only 48% of bus users felt they received good value for money in 2025, a substantial fall from 56% the year before. This indicates a growing disconnect between the cost of bus travel and passenger expectations of the service provided.
Officials Point to Reliability and Communication
Claire Williams, Director of Network Resilience at Transport for West Midlands (TfWM), explained the reasons behind the improving scores for rail and metro. She cited a reduction in cancellations on local rail lines and better availability of train crew as key factors driving higher satisfaction.
"Improved perception of the value for money on rail is likely linked to the better reliability and punctuality of the service," Williams stated, "with customers feeling they are getting the service they paid for."
Regarding the Metro's strong performance, Williams highlighted the impact of effective publicity around construction milestones and phased openings. She noted that a below-inflation fare increase in April 2025, coupled with strong service quality, helped maintain demand and positive perception.
The data presents a mixed picture for West Midlands transport. While significant investments and operational improvements in rail and metro are paying dividends in user satisfaction, the bus network faces clear challenges in demonstrating its worth to passengers, particularly regarding value for money.
