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The Popularity Express – Sydney Embraces Metro

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More than nine out of ten customers have given the North West Metro an emphatic thumbs up, according to new customer satisfaction results.

Minister for Transport Andrew Constance said the figures also show improved satisfaction across the wider rail network.

“We’re delighted at how customers have embraced the Metro, with more than 5.6 million trips since it opened on 26 May and an overall customer satisfaction rating of 95 per cent.

“This is Australia’s first fully accessible railway so it is no surprise that customers are rating this service highly for its accessibility. They were also very happy with travel times, safety and security.”

Customer satisfaction on the rail network increased by three percentage points to 89 per cent compared to 12 months ago.

“Train customers told us they were most satisfied with how safe they felt on the train and the ease of the ticketing system. We know there is more work to do across the network and this survey provides valuable information and feedback.

“Improvements are already being delivered. In the last 12 months we’ve commissioned 24 new Waratah trains, allowing us to retire the older, unreliable S-Sets. As a result the entire Sydney Trains fleet is now air conditioned.”

In other results, Sydney’s ferries maintained their mantle as one of the most popular forms of public transport with a 98 per cent satisfaction rating, while buses improved by 2 percentage points to 91 per cent.

The Customer Satisfaction Index surveyed over 15,000 customers across public transport, point-to-point transport, and amongst road users. The majority of the latest survey was completed in May 2019 with customers on the newly opened North West Metro surveyed over a two week period in June.

The full May 2019 Customer Satisfaction Index can be found at

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