DESPITE the ongoing disruption to the Alicante TRAM due to a series of strikes, the passengers have given the service some very high marks.
As part of the Customer Satisfaction Index (ISC) in 2017 carried out between September and October, the TRAM gained an overall assessment of 8.21 points out of 10. During the two months of the survey, the ISC interviewed 1,522 passengers over the age of 15 who use all three TRAM services that operate between Alicante and Denia.
The percentage of users that said they were ‘satisfied’ with the service was 92.7 per cent with only 1.6 per cent totally disliking what is on offer.
The L1 line (Alicante to Benidorm) comes out top of the highest rated journeys with an average score of 8.49, followed by L2 (Alicante to San Vicente del Raspeig) with 8.29 and L9 (Benidorm to Denia) with 8.22 points.
A full analysis of the survey shows that only one aspect of the service offered by TRAM comes below a mark of 7 out of 10. The areas receiving the best comments were for escalators and lifts, signalling, safety, lack of queues and the quality of customer service…the latter receiving an average mark of 8.34.
At the other end of the scale, overcrowding on the trains gets a 6.84 mark, with information about delays, frequency of the service, waiting on the platforms and the price of the journeys averaging between 7.07 and 7.65 out of 10.