Rail Delivery Group

83 per cent of rail passengers satisfied, highest for two years, independent survey shows
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date 27 January 2016
source Rail Delivery Group
type Press release

Overall satisfaction among rail passengers has risen “significantly” according to the latest nationwide survey by the independent transport watchdog.

Transport Focus found that 83 per cent of passengers surveyed in autumn 2015 were satisfied with their journey overall, two per cent higher than the same period in 2014 and three per cent more than in spring 2015.

Ten per cent of passengers were neither satisfied nor dissatisfied, seven per cent said they were dissatisfied (down from eight per cent in spring 2015).

The survey shows improved satisfaction in 20 out of 35 categories of train and station facilities, including a three per cent increase in overall satisfaction with the trains themselves. No service area saw a drop in satisfaction, the National Rail Passenger Survey shows.

Jacqueline Starr, Managing Director of Customer Experience at the Rail Delivery Group, which represents train operators and Network Rail, said:

“Our customers must be at the heart of everything we do. It is good to know that more people are satisfied with their journeys by train but we know that there is more to do to keep improving and to give passengers the excellent services they expect.

“Our railway is benefiting from one of the biggest investment programmes in its history, major improvement work that is producing better stations, better trains and better journeys.

“We are sorry when people do not get the service they deserve. We never want people to suffer delays or disruption. Train operators and Network Rail work hard together every day to deliver a better, more punctual railway and to give people better information when things do go wrong.”

Ends

Railhub Archive ::: 2016-01-27 RDG-001