Rail Passenger Satisfaction Varies

The recent National Passenger Survey has found big differences in customer satisfaction levels across the UK. Consumer watchdog Passenger Focus surveyed some 30,590 train passengers for the annual study last autumn and found that satisfaction scores for individual routes ranged from 72% to 95%, while overall passenger satisfaction scored 84% – the same as last year.

The operator to score the lowest overall rate of satisfaction was National Express East Anglia at 77%. Grand Central, which operates between the north of England and London King’s Cross, had a 95% rating – the highest. It was also found that the proportion of passengers satisfied with value for money has fallen from 49% the previous year to 46%.

Passenger Focus chief executive Anthony Smith says the experience for passengers varies from “mediocre to good”. Satisfaction with value for money has declined, demonstrating the impact of tough economic times and rising fares. These results allow the rail industry and government to focus efforts and resources where passenger satisfaction is lacking. Merseyrail and London Overground have managed well by achieving 95% and 83% for reliability/punctuality respectively. It’s also worth noting that overall satisfaction with stations has increased, along with clean train interiors and ticket-buying facilities.

Smith added that they know from this survey that performance is still a key priority for passengers. Network Rail and train operators have to continue focusing on punctuality during every point of a train journey. Passengers are still paying inflation-busting fare increases and are right to expect to get to their destinations on time.

London Mayor Boris Johnson said that these results show that the capital’s investment in London Overground is paying off. They are operating more trains, providing more reliable services, and carrying more passengers, he added.

Association of Train Operating Companies (ATOC) chief executive Michael Roberts says that overall passenger satisfaction has stayed at a record level. However, satisfaction for different routes shows that there’s no room for complacency, though there has been progress made in several areas. They recognise that satisfaction of value-for-money is lower than others, and the entire industry has to focus on tackling costs and improving services.

Office of Rail Regulation (ORR) chairwoman Anna Walker says that the National Passenger Survey from Passenger Focus shows that overall passenger satisfaction is staying strong, while satisfaction has improved for train and station facilities. However, areas of real concern have been highlighted by the passengers, and the rail industry has to work harder and more collectively to provide the level of service passengers deserve. Only 38% of the respondents said operators did good or satisfactory when handling delays. The regulator is very aware of this and is working extensively with the industry to make sure significant improvements are made to provide passengers with more information during delays.