Over­all rail pas­sen­ger sat­is­fac­tion on the slide

The Business Travel Magazine - - The Review -

GRAND CEN­TRAL and Heathrow Ex­press took the joint top spot in the twice-yearly Na­tional Rail Pas­sen­ger Sur­vey (NRPS), but over­all sat­is­fac­tion across all train com­pa­nies fell to 81%, down from 83% in spring 2017.

Con­ducted by Trans­port Fo­cus, the two op­er­a­tors both achieved 95% sat­is­fac­tion, with Merseyrail (92%) sec­ond, Chiltern Rail­ways (90%) third and Virgin Trains (89%) in fourth. South­ern has re­tained its place at the bot­tom of the rank­ings and is joined by TFL, both at 69%, while just above were South­east­ern (75%), Greater Anglia (76%) and Great North­ern (78%). Rail op­er­a­tors were widely crit­i­cised for how well they deal with de­lays, with only a 37% level of sat­is­fac­tion, and for the value for money of fares (45%).

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