UKTram publishes best practice guidance on measuring tramway performance

On a tram route where customers turn up and go, a service gap can mean a longer wait, even when the timetable tells a different story. UKTram’s Owners and Authorities Functional Group has developed best practice guidance to help tramway owners and authorities choose measures that reflect the service customers receive.

The work began with a survey asking group members which topics would be most useful to explore as part of its 2026 agenda. Members chose to review the performance measures already used across light rail and consider which could best show whether services are meeting customers' needs.

The group reviewed approaches used across seven UKTram member networks and members shared details of how they measure performance. These discussions informed Tramway Performance Indicators, a best practice guide with example measures that owners and authorities can adapt to their own services and contracts.

Steve Duckering, UKTram Operations Manager, said members' willingness to share their experience in confidence gave the group the information it needed to develop the guidance. Steve added:

“What works best for one network contract may not work best for all network contracts. However, we all agreed that guidance for future networks should be provided as a baseline.” 

One example is how networks measure reliability. On a frequent route where customers tend to turn up and go, measuring how much longer they wait than expected can reveal the impact of gaps between trams. On a less frequent route, keeping to the timetable can matter more, particularly for customers making connections. The guide also looks at what customers experience during disruption, including how quickly they receive useful information and whether they feel supported. It encourages networks to seek feedback from people who don’t currently use the tram to understand what might be stopping them. Chris Hopkinson, Chair of the Owners and Authorities Group and Head of Metro Operations, commented:

“I’d like to thank colleagues in the Owners and Authorities Group who have supported development of this best practice guidance. We hope it will be useful for promoters of new schemes”

UKTram members can download the Best Practice guidance from the Knowledge Hub section of the Member Hub.