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February 2012

January 2012

Passenger satisfaction remains at record high levels, new survey shows

22/06/2010

In response to the publication of the latest National Passenger Survey, showing record levels of customer satisfaction, Michael Roberts, Chief Executive of the Association of Train Operating Companies, said:

“Record levels of satisfaction reflect the continued determination of train operators to provide the high quality services that passengers expect and deserve.

“This survey takes into account passengers’ views following one of the toughest winters the rail industry has faced for decades. It is testament to the hard work of train companies and their staff that satisfaction has remained so high.

“Satisfaction has risen for a wide range of areas including frequency and punctuality of trains, the helpfulness of staff, and security.

“It is good news for passengers that services remain of consistently high quality, but train companies are not complacent and will continue to focus on improving passengers’ experience of using rail further.

“The significant improvement in the survey score on value for money is particularly welcome and is a sign that passengers are responding well to the good value deals which operators are making available through online and other retail channels.”

The survey shows:

83% of passengers are satisfied with their journey, sustaining the record levels reached in autumn 2010, and up 2% from spring 2009.
Specific areas with the highest levels of satisfaction are the length of time the journey was scheduled to take (85%); how station staff handle requests (84%); and punctuality/reliability of trains (82%).
Areas where passenger satisfaction has risen most since spring 2009 are value for money (48%, up from 40%); helpfulness of staff on trains (64% up from 60%); availability of staff on trains (46% up from 41%); and station car parking facilities (48% up from 44%)

ENDS