A relentless focus on punctuality and reliability is needed from
train operators, says the independent watchdog as it publishes
its latest passenger satisfaction
survey.
More than eight in 10 rail passengers (85 per cent) were
satisfied with their journey in the most recent week of Transport
Focus’s survey.
Passengers rated how satisfied they were with their overall
journey, how punctual their service was, the value for money of
their ticket and a number of Covid-related safety measures.
Analysis of the survey results shows that satisfaction with
punctuality and reliability is the most important driver of
overall satisfaction, followed by the level of crowding onboard
the train.
Rail commuters are almost as satisfied as leisure passengers with
the data indicating less crowded trains are improving the
commuter experience.
Key results:
- 83 per cent of passengers were satisfied with the punctuality
and reliability of their service
- 72 per cent of passengers were satisfied with the level of
crowding
- 72 per cent of passengers were satisfied with the frequency
of services
- passenger satisfaction for value for money is lower at 63 per
cent
- passenger satisfaction with information on how busy the train
would be was 60 per cent.
The best performing operators tend to perform best on punctuality
and reliability and level of crowding (12-week average results):
- c2c top the list with the most satisfied passengers (95 per
cent) followed by London Northwestern Railway (94 per cent) and
Great Northern, East Midlands Railway andMerseyrail (91 per cent)
- for the punctuality and reliability of the service passengers
were most satisfied with Merseyrail (94 per cent), c2c (91 per
cent) and Chiltern Railways (89 per cent)
- passenger satisfaction with the level of crowding was highest
on c2c (82 per cent), Merseyrail (81 per cent) and Thameslink (80
per cent).
, chief executive of the
independent watchdog Transport Focus, said:
“Passengers tell us that their top priority is rail services they
can rely on. Our latest survey results show a punctual, reliable
service will be key to attracting people back to the railway as
restrictions ease.
“Frequent services with enough space on board to meet passenger
demand and fares that are good value for money will help ensure
rail is an attractive option.”
ENDS
Notes to editors
Transport Focus surveyed 5086 passengers across Great Britain
over 12 weeks as part of the online survey between 27 October
2021 and 30 January 2022.
National satisfaction scores results are for 26 - 30 January 2022
(377 passengers surveyed) and the train operating company results
are over 12 weeks.
For further information please contact: Kieran Watkins,
Communications Manager, Tel: 07850 076 493 or email: kieran.watkins@transportfocus.org.uk
Transport Focus is the independent consumer organisation
representing the interests of:
- rail passengers in Great Britain
- bus, coach and tram users across England outside London
- all users of England’s motorways and major ‘A’ roads (the
Strategic Road Network).
We work to make a difference for all transport users.
