A recent customer feedback survey undertaken on locals’ and passengers’ views of the Nottingham Express Transit (NET) system, which connects communities in and around the City of Nottingham, has revealed some interesting statistics.

The survey conducted by Mindfield Research evaluated responses from 1,200 participants, concluding that passenger satisfaction with Nottingham’s tram system has increased by 17% for the third year in a row, with locals’ trust and confidence in the transport system also on the rise.

Other data obtained revealed that passenger numbers have also increased year on year since the pandemic, with passenger satisfaction at 85% with 40% regarding the tram system as important.

Comparing the statistics with last year’s figures, there has been a 42% rise in customer views stating that the NET puts its passengers first. This number derives from a portion of the survey that focused on a period of engineering work undertaken on the tram network earlier this year.

77% of passengers who travelled during the disruption stated that NET offered a good service, a figure which has risen by 12% compared with passengers’ views on service disruption during 2024.

Of the participants surveyed, 95% would recommend the NET system to friends as a quick, reliable service offering good value for money, since the contactless short hop fare was introduced last year.

“Customer feedback is invaluable to NET, and this survey reflects our ongoing dedication to improving passenger experience, while strengthening our understanding of how our passengers perceive NET.

The data produced from this survey is also integral for helping us shape future measures that reflect our customers’ needs, such as the introduction of service enhancements. The recent extended timetable trial to support the night time economy is an example of the positive changes that come from listening to our customers’ feedback, and we’re always looking at ways we can build upon the great service we offer all our passengers.

Seeing that the people of Nottingham have trust in our network is brilliant news. NET is a vital part of the city’s infrastructure, offering a convenient, reliable and more sustainable mode of transport.

It’s also encouraging to see that our initiatives are proving effective. We’re always looking at ways we can offer great value to all our passengers, and our limited discounted student season ticket offer is one example of where we are giving people cost-effective ways to get around the city. Into the new year, we will continue to drive forward enhancements like this to our service and ticket offering, putting our customers and their needs first”.

Alison Sweeney, head of marketing at NET