19.06.13
Room for improvement
Passenger satisfaction is largely unchanged from last year, the latest survey from Passenger Focus shows.
While bad weather and infrastructure in need of repair has contributed considerably to people’s perception of the railway, at least the critical issue of cable theft has now dropped, following government action against the crime.
What can operators learn from this survey, and the highest rated routes? Is there best practice that different TOCs have in common, that could be rolled out across the network to eliminate huge variation in passenger experience?
Maintaining high levels of satisfaction is great news, but there is still large room for improvement.
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Image c. Alvey and Towers