Ref:32/09 Date:29 June 2009 Release:EMBARGOED 30 June 2009 9.30am
The majority of passengers (81%) across Great Britain are satisfied with their rail experience, the National Passenger Survey has revealed today.
Commenting on the release of the National Passenger Survey (NPS), Passenger Focus has welcomedimprovements to passenger satisfaction withc2c (91%), First Great Western (81%), TransPennine Express (87%) and London Overground (75%). All of these companies have upped their game and passengers have told the national passenger watchdog they have noticed significant improvements to the overall service received.
Heathrow Express (92%), MerseyRail (91%), ChilternRailways(90%) and Heathrow Connect (90%), along with c2c, all continue to be strong performers.
However, punctuality and reliability continue to cause concerns for some passengers. For example, following the problems on the West Coast Mainline, satisfaction with punctuality and reliability has fallen by six points to 79% on Virgin Trains and eight points to 70%on London Midland. Network Rail and the train operators must continue to focus on these problematic routes to restore passenger faith.
For the first time the NPS also sets out passenger satisfaction with stations which Network Rail manage. Of Britain’s major railway stations, St Pancras is the new passenger favourite, pushing Manchester Piccadilly into second place.
Anthony Smith, Passenger Focus chief executive, said: “Across Great Britain passengers continue to be broadly satisfied with their train services. Despite the credit crunch and train companies cutting staff, reducing cleaning and other services in some locations, passenger satisfaction has held up since last spring. This must be partly due to continued overall improvements in trains arriving on time – the key factor that underpins rail passenger satisfaction.
“However, Virgin Trains and London Midland passengers are fed up with not being able to rely on the timekeeping of their services, the key thing us passengers want. Network Rail and these train companies must stay focused on restoring their passengers’ trust in the timetable.
“Passengers have clearly said they like the new St Pancras. This shows what big investment can achieve. Now let’s have more of Britain’s busy stations being restored and revitalised like St Pancras.”
ENDS
Notes to editors
Aspects of rail travel passengers say have significantly improved since Spring 2008:
National ratings % satisfied or good % change
Overall satisfaction81+1
Station Facilities
Upkeep and repair of the station buildings and platforms63+2
Cleanliness69+1
Facilities and services50+2
Overall environment 64+1
Personal security whilst using63+2
The availability of staff58+2
Train Facilities
Connections with other train services 73+2
Upkeep and repair of the train72+2
Helpfulness and attitude of staff on the train 60 +2
Sufficient room for all passengers to sit or stand66+4
The comfort of the seating area69 +3
The ease of being able to get on and off the train78+1
Personal security while on the train72 +2
The cleanliness of the inside of the train71 +1
The cleanliness of the outside of the train68 +2
The availability of staff on the train41 +3
Aspects of rail travel that passengers say have become significantly worse since Spring 2008:
No decline in passenger satisfaction
- Full results of the Spring 2009 wave of the National Passenger Survey are available to download from
- Over 26,000 passengers are surveyed for each wave of the National Passenger Survey. Two waves (spring and autumn) are conducted each year
- The National Passenger Survey provides a network-wide picture of passengers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of passenger journeys
- Passengers’ overall satisfaction and satisfaction with 30 specific aspects of service can therefore be compared over time
- Fieldwork took place between 31 January and 9 April 2009
- Ratings for each individual Train Operating Company are available, as well as ratings for each sector, i.e. London and the South East, long distance and regional operators.
- Media enquiries regarding this release should be addressed to:
Krista Hamblin
Press officer
0300 123 0821/07918 626 045
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