Transport Focus’s latest National Rail Passenger Survey,
measuring satisfaction of more than more than 27,000
passengers, is published today.
The survey shows that a period of more stable performance has
led to improvements in passengers’ experience. No train
company’s overall satisfaction figures declined.
, chief executive of the
independent watchdog, said:
“Passengers using services in London and the South East have
seen an improvement with an increase in overall satisfaction
from 79 per cent last year to 82 per cent this year. The
figures for Southern in particular show a significant
recovery in passengers’ experience with a number of factors
including the helpfulness and availability of on board staff
and also of staff at the station. Southeastern also saw their
overall satisfaction scores increase by 10 per cent.
“Having said that, there is some way to go to reach a more
acceptable position. Southern, Thameslink, Great Northern and
Southeastern have the lowest scores. These green shoots are
fragile and need nurturing. This recovery will be under
pressure from upgrade works, industrial relationship problems
and rising passenger numbers. So the industry needs to keep a
relentless, ongoing focus on performance and reliability.”
Also in this Spring survey:
- overall satisfaction increased significantly by three per
cent to 83 percent since last year;
- the companies with the highest overall satisfaction
scores were Hull Trains (97 per cent); Heathrow Express (97
per cent); Grand Central (94 per cent); Merseyrail (94 per
cent); Chiltern (92 per cent); and Virgin Trains (West Coast)
(92 per cent);
- the companies with the lowest satisfaction scores were
Southern (72 per cent), Thameslink (75 per cent); Great
Northern (79 per cent); Southeastern (81 per cent); and Great
Western Railway (81 per cent).
Useful links:
Main survey report
‘At a Glance’ guides –
individual train company’s results
Analysis of peak and
non-peak passengers in London and the South East.
. Labour’s Shadow
Transport Secretary, responding to the publication of
Transport Focus’s latest National Rail Passenger Survey,
said:
“With promised upgrades delayed or cancelled and fares rising
way ahead of wages, it’s disappointing but not surprising
that passenger satisfaction remains low despite small
improvements on the previous survey.
“The results also reveal a concerning decline in passengers’
sense of personal security, bringing into question the
government’s policy of de-staffing and de-skilling the
railway.
“With fewer than half of passengers finding value for money
in the price of their ticket, it’s becoming more difficult
for the government to justify allowing private and foreign
state-owned companies to take money out of the system that
should be used to improve services or hold fares down.
“It’s clear than an alternative is needed for Britain’s
railways. It is time for our railways to be run under public
ownership, in the public interest as an integrated national
asset, with affordable fares for all and long-term investment
in the railway network.”
