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Railhub Archive
2009-01-28 ATO-001


Record numbers satisfied with rail travel

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Association of Train Operating Companies
Passenger Focus

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Record numbers satisfied with rail travel

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28 January 2009
source ATOC
type Press release

The latest National Passenger Survey (Autumn 2008) published today by Passenger Focus finds that passengers’ satisfaction with their rail journey has reached the highest level since the survey began in 1999. Overall satisfaction has risen to 83% which is up from 81% for the same time period last year.
Michael Roberts, Chief Executive of the Association of Train Operating Companies (ATOC), commented: “The latest survey shows a higher level of satisfaction amongst our passengers than at any time since the survey started over ten years ago. It is a welcome recognition of the significant investment and hard work put in by the industry to deliver a better railway.”
Passenger satisfaction improved in a range of areas:
o personal security on board (72%)
o cleanliness of train interior (72%) and exterior (70%)
o comfort of seating area (69%)
o provision of information during the journey (67%) and at stations (79%)
o attitude and helpfulness of staff (60%)
Value for money scores also significantly improved on the Spring 2008 survey up 6% to 46%.
Michael Roberts added: “It is encouraging to see that the value for money score has also improved. This reflects the improvement in customer satisfaction coupled with the availability of attractive fares. Around 80% of customers now purchase a discounted ticket.

“However, there is more to do and we are working with Passenger Focus to understand better passengers’ views on value for money.”

Railhub Archive ::: 2009-01-28 ATO-001


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