Rail franchises operators & contracts

31.01.19

Rail passenger satisfaction lowest for 10 years amid delays, strikes and timetable chaos

Passenger satisfaction with the UK’s railway services has fallen to a 10-year low with more than one in five passengers dissatisfied, according to the independent watchdog Transport Focus.

In the latest National Rail Passenger Survey (NRPS), overall satisfaction with rail services last year was 79% - the lowest since 2008.

The passenger watchdog said people were unhappy with worsening punctuality, the timetable chaos experienced during the summer and frequent strike action.

Compared with autumn 2017, seven operators “significantly declined” in customer satisfaction; Northern, TransPennine Express, Greater Anglia, Thameslink, ScotRail, London North Eastern Railway, and Great Northern, which had the lowest rating at 68%.

Two out of the 25 train operating companies (TOCs) “significantly improved” compared to last year with Chiltern Railways performing well and Heathrow Express scoring the highest rating at 96%.

Anthony Smith, chief executive of Transport Focus, said: “Our latest survey confirms passenger satisfaction has fallen to a 10-year low.

“Government and the industry must continue to focus on performance. In the longer term the government’s Rail Review must bring about fundamental change.

“Passenger irritation at poor performance erodes their most basic trust in the industry. Passenger frustration at continual fare increases saps confidence in the system to reform itself. Passenger anger during the summer timetable crisis was palpable.

“A better value for money and more reliable railway must arrive soon for passengers.”

Passenger satisfaction with how train operators dealt with delays sat at 37%, but there was a wide array of results from individual operators with Southern and Thameslink given a 29% satisfaction rate and Grand Central scoring 77%.

Nationally, the percentage of passengers satisfied with punctuality and reliability was 71%, a 3% decrease from 2007, and down from the 81% recorded in 2008.

Nationally, 46% of rail journeys were rated by passengers as satisfactory value for money based on the price of their ticket, with commuters rating just 31% of their journeys as good value.

Jacqueline Starr of the Rail Delivery Group commented: "Punctuality is the bedrock of satisfaction for our customers and at the moment in too many places, we are not getting it right.”

Image credit - william87

Comments

There are no comments. Why not be the first?

Add your comment

 

related

rail technology magazine tv

more videos >

latest rail news

Government’s role in new passenger-centric railway ‘will have to change’, says Williams Review lead

21/03/2019Government’s role in new passenger-centric railway ‘will have to change’, says Williams Review lead

The man leading the Williams Rail Review has warned that the government’s role in the UK railways “will have to change” as the ... more >
Government promises to look ‘very carefully’ at £218m bid for second Chelmsford station

21/03/2019Government promises to look ‘very carefully’ at £218m bid for second Chelmsford station

The government will look “very carefully” at a £218m funding bid for a new railway station in Chelmsford, Theresa May has said.... more >
Carillion-bound boss appointed to lead Kier

20/03/2019Carillion-bound boss appointed to lead Kier

Kier has appointed Andrew Davies as its new chief executive, two months after the building contractor ousted Hayden Mursell on the back of debt i... more >

editor's comment

23/01/2018Out with the old...

Despite a few disappointing policy announcements, especially for the electrification aficionados amongst us, 2017 was, like Darren Caplan writes on page 20, a year generally marked by positive news for the rail industry. We polished off the iconic Ordsall Chord (p32), hit some solid milestones on Thameslink (p40), progressed on ambitious rolling stock orders (p16), and finally started moving forward on HS2 (p14) ‒ paving the way for a New Ye... read more >

last word

Encouraging youngsters to be safe on the railway

Encouraging youngsters to be safe on the railway

This summer, Arriva Group's CrossCountry and the Scout Association joined to launch a new partnership to promote rail safety among young people. Chris Leech MBE, business community manager at the... more > more last word articles >

'the sleepers' daily blog

The West Midlands 30-year strategy

19/03/2019The West Midlands 30-year strategy

Malcolm Holmes, executive director of West Midlands Rail Executive (WMRE), outlines the West Midlands Rail Investment Strategy 2018-2047. The West Midlands Rail Executive was formed three years ago to give local authorities a direct influence over the award of the region’s main rail franchise. Working with the Department for Transpo... more >
read more blog posts from 'the sleeper' >

comment

26-30 Railcard: taking advantage of opportunities

19/03/201926-30 Railcard: taking advantage of opportunities

After a nine-month national trial, the rail industry launched its seventh National Railcard for 26-30-year-olds on 2 January 2019. Rail Delivery ... more >
Caledonian Sleeper: a railway icon re-imagined

19/03/2019Caledonian Sleeper: a railway icon re-imagined

The world-renowned Caledonian Sleeper, due to begin operations at the end of spring 2019, completed its first Scotland to London journey earlier ... more >
East West Rail: the next steps

19/03/2019East West Rail: the next steps

In January, five route options for the central section of East West Rail were published as part of a public consultation on the next phase of the... more >
Rail's role in transit-orientated developments

19/03/2019Rail's role in transit-orientated developments

Jonathan Bray, director at the Urban Transport Group (UTG), argues that transit-oriented developments are the future – and that rail has a ... more >

rail industry focus

View all News

interviews

Women in rail - is the industry on the right track?

12/03/2019Women in rail - is the industry on the right track?

RTM sits down with Samantha Smith, sole female member of the TransPennine Route Upgrade Alliance Leadership Team, to find out more about encourag... more >