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30.01.13

Overall passenger satisfaction at 85%

Overall passenger satisfaction across Great Britain’s railway is now at 85%, Passenger Focus has found. The report shows that no train company scored less than 80% satisfaction overall.

Overall satisfaction by TOC varied between 80% and 96%, and by individual routes within TOCs between 76% and 97%. 83% of passengers were satisfied with punctuality, and satisfaction for 17 service areas improved, while none declined.

Satisfaction with how operators dealt with delays increased by 6%, and station facilities and services up 7%. Value for money is at 47% overall, compared to 46% in autumn 2011. 69% of passengers feel there is sufficient room to sit or stand.

The lowest-rated operators were Northern Rail, with 80%, First Capital Connect, with 81% and Southern with 82%. The highest were Grand Central, 96%, First Hull Trains, 95% and Heathrow Connect at 94%.

Satisfaction with value for money by individual routes within TOCs varied between 29% and 75%, and for punctuality satisfaction varied between 72% and 100%. Satisfaction for sufficient room to sit or stand varied between 54% and 95%.

Passenger Focus chief executive, Anthony Smith, said: “It is clear that major improvements are linked to where passengers have spoken, and industry has acted. It is critical that industry and government continue listening to what passengers are saying, and basing investment and operational decisions around this.

“The combination of increased income from fares, government investment and a clearer focus on performance and dealing with disruption is beginning to pay off.”

Steve Montgomery, ScotRail’s managing director, welcomed the stronger ratings under the company’s programme of continuous improvements and initiatives.

David Horne, managing director at East Midlands Trains, said: “We’re all really proud to have achieved our highest ever level of passenger satisfaction.

“We are still determined to keep improving further and hope that our huge station and train investment programme, and the continued commitment of our people to provide excellent customer service, will see these results grow and grow.”

Tim Shoveller, managing director of the South West Trains-Network Rail Alliance, said: “It’s good news to see that satisfaction with our services has improved and we are determined to continue working hard to improve these scores even further.

“It’s clear that this joint Alliance – which is a first for the UK rail industry – is starting to have an impact on the service we deliver to our passengers.”

Charles Horton, Southeastern managing director said: “We’ve been working hard to provide the best possible service for our passengers, so this survey result is very encouraging.

“We are by no means complacent – we appreciate that not every journey will always run smoothly, and that’s why in partnership with Network Rail and our industry colleagues we’re working hard to further improve services for our passengers.”

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