03.07.09
Passenger satisfaction increases by 1 per cent
The results of the National Passenger Survey have shown a small increase in overall passenger satisfaction
Many of the train operating companies have enjoyed either a small increase in customer satisfaction or at least maintained the levels which were reported in last year’s survey.
However, it was not good news for all, as London Midland, Southern and Southeastern Trains all received results which showed a slight reduction in customer satisfaction. These reductions were mainly blamed on reliability and punctuality issues, along with the fact that Southeastern Trains implemented the largest increase in fares this year.
Despite gloomy news for some companies, four TOCs have seen significant improvement in their performance. First Great Western, c2c, First TransPennine Express and London Overground all made major gains in the survey.
Anthony Smith, Passenger Focus chief executive, said: “Across Great Britain passengers continue to be broadly satisfied with their train services. Despite the credit crunch and train companies cutting staff, reducing cleaning and other services in some locations, passenger satisfaction has held up since last spring.”
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