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February 2012

January 2012

ATOC responds to National Passenger Survey

26/01/2012

Responding to the publication of the National Passenger Survey, Michael Roberts, Chief Executive of the Association of Train Operating Companies (ATOC), said:

“Overall customer satisfaction remains at a record high level, though the survey results by route show that while there has been progress in many areas, there is no room for complacency.

“Satisfaction has risen significantly in areas such as ticket buying facilities, car parking and train cleanliness. This reflects the hard work of train companies in providing better services that are attracting more people to rail.

“We recognise that value for money scores remain lower than others and the whole industry needs to focus on tackling costs as well as improving services.

“Successive Governments have pursued above-inflation fare rises to reduce taxpayer subsidy while ensuring ongoing investment in the railways. The industry has already set out plans to cut the annual cost of the railway by £1.3bn a year by 2019 as a way to help limit future fare rises.”

84% of passengers are satisfied with their journey overall, sustaining the record levels reached in Autumn 2010. 10% said they were neither satisfied nor dissatisfied and 6% of passengers said they were dissatisfied.

Compared to Spring 2011, Passenger Focus says that there was a significant improvement in 14 out of 32 areas and none have declined. Areas that have shown significant improvements include information on train times (rising 2% to 81%), seating comfort (rising 2% to 72%), the cleanliness of the outside of trains (rising 6% to 73%) and how station staff handled requests (rising 2% to 86%).

Compared to Autumn 2010, Passenger Focus says 6 out of 32 areas have improved significantly and 1, value for money, has declined. Areas that have shown a significant improvement include overall satisfaction with the station (rising 2% to 78%), personal security (rising 2% to 67%) and the cleanliness of the train on the inside (rising 2% to 75%).

ENDS