Latest Rail News

25.08.16

Mixed passenger satisfaction with community railway

Satisfaction with community rail varies sharply by service, according to a new survey from Transport Focus.

The snapshot survey of passengers on 12 rail routes found that 82% reported they were satisfied overall with their journey, 75% were satisfied with the station, and 76% were satisfied with the train.

In the latest National Rail Passenger Survey (NRPS), published in June, 80% of passengers were satisfied overall, 79% were satisfied with the station and 77% were satisfied with the train.

The survey also shows a wide variety in passenger satisfaction. The most popular line was Conwy Valley, with 94% satisfaction, whilst the least popular, East Sussex, had 56%.

In the NRPS it was revealed that open-access operator Grand Central had the highest satisfaction rate, with 96%, whilst Southern and Southeastern were the lowest with just 69%.

However, community railway passengers had different priorities to national rail passengers. When asked what their most important factor for satisfaction was, 29% said it was the cleanliness of the train.

Train punctuality, the most important factor for national rail passengers, was ranked second, but was significantly behind at 12%.

(Image c. Geof Sheppard)

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