Midland Metro Passenger Panel Minutes – Thursday 16th April 2015 Metro Dept
Invitees
Dean Watkins – Chair (NXMM), Jason Pell (NXMM), Sophie Allison (Centro), Shashi
Patel (Centro), Rachel Butcher, Sarah Skurr, Ray Field,
Apologise
Colin Robey (Centro), David Read, Scott Whitehouse, Paul Morris, Jordan Dearn,
Bruce Kirk, Pat Archer, Chrissie Weelands, Daniel Noon, Marjorie Wills, Sue
McElhone, Christopher Greasley, Chris Evans,
1730 - 1740
1740 - 1830
Meet and Greet (Refreshments)
Go through actions of last meeting.
Site and tram tour - DW – carried out
Selection process for panel – JP
1830 - 1835
Online application that was displayed, online, via social media, on tram
and on tram stop to get people from varying background, gender, age
and usage of the metro system. 60 people applied and 15 people were
chosen based on date of application submission and equal split of
passenger type. ACTION JP – This will be increased to help with
member numbers.
Passenger Focus results – SA
Summary of presentation – see attached in email.
Overall satisfaction for journeys on Midland Metro was high 90 per
cent. It was higher than the same measure on the Bus Passenger Survey
(87 per cent) and the National Rail Passenger Survey (83 per cent).
Nine out of ten (88 per cent) Midland Metro passengers were satisfied
with the punctuality of the service (2013: 87 per cent)
Overall satisfaction with tram stops is 88 per cent
1835 - 1845
Overall satisfaction with trams is also 88 per cent but when comparing
satisfaction levels between old and new trams, new trams score
significantly higher at 93 per cent compared to 86 per cent satisfaction
with the older trams
Satisfaction with the helpfulness and attitude of tram staff was 79 per
cent (2013:77per cent)
Among fare paying passengers 62 per cent were satisfied with the value
for money of their journey on Midland Metro. Satisfaction with the
value for money of a tram journey is the same as a bus journey (62 per
cent) and higher than journeys made by train (56 per cent).
1845 – 1855
Attraction/event ticket – PM
Decided to discuss at next meeting
Customer Service Manager update – PA
1855 – 1900
1900 – 1910
Been interviewing 16/04/15 and will be on 21/04/15 where 8
candidates have been selected. Looking to be in position by next
meeting that will change an operational focus to a more customer focus
Future Routes (Wednesbury – Great Bridge +/or Wednesbury – Walsall) – PM
Decided to discuss at next meeting
Food and drink on Tram /Cleaning Material/Vandalism – SK
1910 – 1920
SK produced photos of food/drink she has experienced. CSR on tram
very helpful when brought to attention. Discussed possibility of
conductor walking through checking the tram for various issues. JP
stated this should being carried out anyway when they are assisting and
looking for various issues e.g. vandalism. ACTION – JP to put in weekly
newsletter if see vandalism to report it so CCTV can be gathered to
prosecute.
DW said the CSR can call control to arrange cleaning at terminus or
intermittent point along route on their radio. Also if area is an issue,
tape off the area until it has been cleaned. SA stated CSR could ask
driver to use PA system with preloaded messages to advise people of
eating and drinking on the tram. ACTION - DW to look into items on
tram to aid CSR for dirty items. ACTION - SA to check the “See
something, Say something” message on displays.
1920 – 1930
1930 - 1940
Green Policy - PM
Decided to discuss at next meeting
Birmingham Extension (Commissioning & Training) – PM
Decided to discuss at next meeting
What Metro has done on Passenger Panels comments - DW
Committed in putting out a service update by 07:00. May vary
depending on situation in the morning.
On call managers to help improve communication on twitter.
Newsletter introduced for staff to make aware of issues.
Invite Councillors to meeting but due to upcoming election not
available. ACTION – SA councillors to be invited along for next meeting
Summary & Close
•
AOB
RB – No real change since last meeting. Communications is better but
needs to remain.
RB – Corporate sales could be increased by letting businesses know. It
occurs with other forms of transport but people unaware of the tram in
her work place. Especially with the extension work and new business in
the area. ACTION – RB – to provide JP with business details. JP to
update card sales with RB’s buildings details.
SA - Passenger Surveys – Data is analysed every quarter and will be
available for next meeting. ACTION ALL MEMBERS - keep the
submission going as 16 submitted since February.
1940 - 1945
SK – Smoking on platform – People who sit in stop smoke when others
have to move away. SA stated there are signs up to say smoking is not
allowed and this will be checked ACTION – SA to check state of stickers
and reprint if necessary, DW - pass onto control if see someone
smoking to put an announcement out to advise to stop.
RF – Staffing levels – DW stated Metro is fully staffed at present.
RB – Grab handles still being raised up and difficult to reach. . ACTION –
JP to put in newsletter to not raise up.
Dates for the Passenger Panel Meetings (16th July 2015, 14th October 2015 and 13th
January 2016)
Information for the day:
Address: Potters Lane, Wednesbury, WS10 0AR or Wednesbury Great Western Street stop.
Please see attached visitors instructions.
If arriving by tram, please call the intercom. A member of staff will then come and escort you onto site
Please use designated walkways at all times.