Our performance
Measuring our performance
Our plan for delivery
Our Delivery Plan sets out the framework for what we will deliver from 2026/27 to 2030/31. The plan draws from the Mayor’s Local Transport Plan and the North East Mayoral Strategic Authority’s Local Growth Plan, and Nexus’ corporate strategies. It is supported by data, evidence, and best practice. Â
To achieve our vision, our Delivery Plan is built around five themes:
- Safety Always – Focusing on our people’s health and wellbeing and creating a safe and secure network.
- Customer Experience – Providing an excellent customer service.
- Our People – Creating an engaged, inclusive, and agile workplace culture.
- Innovation and Growth – Being agile and innovative to drive efficiency and effectiveness.
- Sustainability – Having a positive impact in the North East.
Our key performance indicators
Our performance is measured via twelve Key Performance Indicators:
- Employee Fatalities and Weighted Injuries (FWI) Rate
- Customer Perception of Safety and Security
- Public Transport Reliability
- Customer Satisfaction
- Public Transport Patronage
- Competencies
- Turnover Rate
- Repeat Closures
- Delivery of our Capital Projects
- Commercial Revenue
- Budget Deficit
- Social Value of Capital Projects
Improving customer communications
Keeping you informed
We work hard to keep our customers informed of any service disruption and planned works, and aim to provide clear and accessible information so you can plan your journeys effectively.
We publish detailed customer information standards  on the Travel North East website which set out our procedures for delivering customer service and information during major delays and disruption.
As well as using our Travel North East website, station announcements and on-platform digital displays for customer communication, information is delivered via our Pop App.
The Pop App provides tailored information, allowing customers to track their nearest Metro train in real time and view the latest departure times from their local station. Read about the Pop App here.Â
Metro aims to maintain high standards of reliability. To see how we have performed this period, have a look at the document linked below.
Evidence-based management and decision-making
Research and insight
We carry out over half a million interviews every year with our customers. It’s essential research to help inform our decision making. The data collected also directly informs funding bids and business cases, as well as management decisions.
If you travel by bus, Metro or Ferry, you might have seen our researchers on board, and been asked about your ticket type and destination. Customers can also sign up to be part of our Insight Panel, and complete a short survey once a month.
Our annual reports and accounts
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Notice of Conclusion 2023-24 |
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Statement of Accounts 2023-24 |
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Nexus Signed Audit Report 2023-24 |
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Notice of Conclusion 2022-23 |
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Nexus Audit Certificate 2022-23 |
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Nexus Auditor's Annual Report 2022-23 |
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Nexus Annual Accounts 2022-23 |
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Nexus Annual Accounts 2021-22 |
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Notice of Conclusion 2021-22 |
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Nexus Annual Accounts 2020-21 |
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Notice of conclusion 2020-21 |
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Nexus audit certificate 2020-21 |
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Nexus Annual Report 2020-21 |
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Notice of conclusion 2019-20 |
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Nexus Annual Accounts 2019-20 |
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Nexus Annual Report 2019-20 |
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Nexus Annual Accounts 2018-19 |
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Statement of Accounts 2024-25 |
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Notice of Conclusion 2024-25 |
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Statement of Accounts 2025-26 |
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Notice of Public Rights 2025-26 |
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