27.06.19
Rise in passenger satisfaction due to new trains, says survey
National satisfaction with Britain’s railways rose to 83% in spring, according to the National Rail Passenger Survey.
Happiness with punctuality and reliability was 77%; an increase of five per cent compared to last spring.
Anthony Smith, chief executive of passenger watchdog Transport Focus said:
“At long last, passenger satisfaction has begun to improve, buoyed in particular by a keener focus on improved reliability and the arrival of new trains on some routes.
“More improvement is essential, but it must be hoped the positive changes captured by the latest National Rail Passenger Survey are the start of a trend that signals the rebuilding of passenger trust in the railway.”
Across many operators the most significant improvements in satisfaction were for the provision of better internet connection and more power sockets.
As a result of the changes satisfaction with the reliability of the internet connection rose seven per cent and with the availability of power sockets rose five per cent.
However, less than half of customers still believe their tickets offer value for money and commuters suffered 283,904 hours of delays in 2018.
Train operators will be pleased with today’s figures, with Southern customers 12% happier with services compared to last year.