The results are in

Source: RTM June/July 2018

David Sidebottom, director at Transport Focus, investigates the results of the watchdog’s latest nationwide station survey.

“Nice friendly staff. Very efficient.”

Passengers have spoken, and London King’s Cross is the top train station in Britain.

Transport Focus has released new analysis of its National Rail Passenger Survey, which asked more than 28,000 passengers to rate how satisfied they were with their last journey, including the station they were travelling from.

King’s Cross tops the list of train stations with the most satisfied passengers. The Network Rail station – which Virgin East Coast, Great Northern, Grand Central and Hull Trains operate from – earned 96% passenger satisfaction.

Anthony Smith, chief executive of the independent transport watchdog, said: “Our research shows how a good experience at many of Britain’s major train stations like King’s Cross can improve passengers’ train journeys.

“Investment in stations can improve passengers’ satisfaction with them when targeted at features which make a difference to their experience. Passengers’ top priorities for stations include arrival time information, waiting rooms, and the overall look and feel of the station.”

A selection of the comments passengers made about King’s Cross show the range of things that affect individual experiences:

  • “King’s Cross is a great station; the only issue is that sometimes the information regarding delays is not relayed to customers.”
  • “Nice hawk at King’s Cross.”
  • “As a French resident, I wish we had such a state-of-the-art type of train station in Paris.”
  • “I was impressed with how staff welcomed a passenger in a wheelchair and got her on board. Staff at stations and on-board trains are so important for access and safety – for everyone!”
  • “The information regarding platform of departure is always at last minute and a problem, as I am disabled and walk slowly.”

The top five stations for passenger satisfaction are King’s Cross, London St Pancras (95%), Birmingham New Street and Reading (both 92%), and London Marylebone (91%).

Passengers were least satisfied with Glasgow Queen Street. The ScotRail station, which is undergoing a major upgrade, had just 58% of passengers satisfied.

While Glasgow Queen Street is being redeveloped, it’s vital that the ScotRail Alliance continues to talk to passengers about the improvements and makes sure staff are on hand to help,” Smith added.

Passenger feedback on Glasgow Queen Street was mixed, reflecting the work that staff put in to help despite the disruption:

  • “I appreciate that Queen Street station is undergoing refurbishment, but the station looks awful at the present time and has no shops or cafés.”
  • “The interim services at Queen Street station are poor, but the staff on hand are friendly and make up for the poor demeanour of the station.”
  • “Looking forward to seeing the new and improved station.”

Glasgow Queen Street was followed by Gatwick Airport station (66%), Oxford (67%), Clapham Junction (67%), and Barking (70%).

We continue to work with Network Rail and train operators to help them focus on the things that are most important to passengers in the design and the delivery of station improvements.


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