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Railhub Archive
2013-01-29 LOR-001


London Overground tops passenger satisfaction table

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London Overground tops passenger satisfaction table

29 January 2013
source LOROL
type Press release

London Overground has the highest passenger satisfaction of any franchise or concession in
the UK, according to a new survey by the independent passenger watchdog Passenger

The orbital network shares its “most satisfied customers” accolade with c2c in the results,
which cover Autumn 2012. London Overground’s 93 per cent is well above the 85 per
cent average score for satisfaction in the London and South East region.

Peter Austin, Managing Director of London Overground Rail Operations Ltd (LOROL) which
manages London Overground on behalf of TfL, said: “To see London Overground passenger
satisfaction ratings improve yet again is very welcome and is credit to the hard work of our
team across the network. As a modern, reliable and busy metro-style railway which carries
more than 400,000 passengers every day, 93 per cent is a great achievement.

“We are always looking for ways to improve our passengers’ experience and so these
results reflect our determination in providing London Overground passengers with the
punctual customer-focused service they want.”

TfL’s Chief Operating Officer for Rail, Howard Smith, said: “We are always striving to
improve services for our customers and it’s great to see that reflected in these survey
results, made possible by the hard work put in by all those involved in delivering the service.

“We are not complacent, which is why we are planning to introduce five-car trains during the
next two years to continue to meet the increasing demand for rail services in the capital.

“These results mirror London Overground’s consistent scores in the top bracket of Network
Rail’s tables for punctuality and reliability.”

“Following the completion of its ‘orbital’ network, London Overground is setting the
benchmark for rail operators in London and we’re determined to continue to deliver safe,
frequent and reliable journeys for our customers.”

Eighty-eight per cent of London Overground passengers – compared to an 83 per cent
average for the region – were satisfied with the punctuality and reliability of their trains and
87 per cent were happy with their station facilities compared to a regional average of 79 per

Of the 958 London Overground passengers asked about the value for money of their ticket,
57 per cent said they were happy with it compared to 43 per cent of other passengers in the


For further information, an image or an interview, please contact Sara Barrow,
Communications Manager, on 0203 031 9254 or

Notes to Editors

o Four of London Overground’s scores showed particular improvement on the previous
Spring 2012 Survey. They were
- Overall satisfaction with the station (up 6 per cent to 87)
- Satisfaction with the station facilities and services (up 10 percent to 45)
- Satisfaction with the overall station environment (up 6 per cent to 77)
- Satisfaction on value for money on ticket price ( up 8 per cent to 57)
o Nationally the percentage of passengers satisfied with their rail journey overall was
85%. This is significantly improved compared to Autumn 2011 (when 84% of
passengers were satisfied). 83% of passengers were satisfied overall with their
journey in Spring 2012
o London Overground’s transformation from a once neglected railway to a national top
performer will help TfL’s case with the Department for Transport: the Mayor and TfL
are asking that control over other rail franchises within London’s boundaries be
devolved to TfL, including the Southeastern and West Anglia franchises up for
renewal in 2014
o All results from Passenger Focus
o LOROL operates London Overground rail services on behalf of TfL. Linking 20 of
London’s 33 boroughs, it operates 1,090 trains a day, employs 1,200 people and
carries more than 400,000 passengers every day.
o LOROL is a joint venture company between Deutsche Bahn AG and MTR
Corporation. The business operates as part of Arriva plc, Deutsche Bahn’s division
responsible for regional passenger transport outside of Germany.
o As part of the concession agreement, LOROL and TfL work closely to deliver high
quality rail services. TfL has a dedicated team working at LOROL’s Swiss Cottage
headquarters to monitor and support LOROL in delivering its concession agreement
with a strong focus on train punctuality and customer service.

Railhub Archive ::: 2013-01-29 LOR-001


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