Passenger survey
“Passengers feeling the strain“as latest survey results reveal a decline in level of passengers’ overall satisfaction.
THE overall satisfaction level of rail passengers has declined in the past six months, according to the latest National Rail Passenger Survey results (spring 2016).
Conducted by Transport Focus, the bi-annual statistics reveal a drop in satisfaction among passengers of three percentage points since autumn 2015 - and there has been no improvement since the exercise was carried out a year ago.
Passenger satisfaction in achieving value for money and having adequate space to sit or stand has remained static, but there has been a 2% drop regarding punctuality.
On a geographical level, passengers in London and the South East are 7% less satisfied with the level of service than their regional counterparts, and 10% less satisfied than those travelling long distances - broadly corresponding with official performance standards released by Network Rail.
When ranked by operator, open access operators Grand Central (96% of passengers satisfied) and Hull Trains (94%) lead the way, with Virgin Trains ranked highest among franchised operators (92%). Heathrow Express is first among operators in the capital with 91%.
Southern and Southeastern prop up the table with just 69% of passengers satisfied, a figure exacerbated by ongoing industrial action and disruptive work at London Bridge.
Toilet facilities, dealing with delays and the availability of staff are the three areas identified in need of most improvement.
Transport Focus Chief Executive Anthony Smith said: “Many passengers are feeling the strain. As passenger numbers rise and welcome investment is put in place, some passengers are having a difficult time with delays and cancellations making journeys stressful. Simply getting on a train has become a struggle for some.
“Passengers’ main need is for a reliable railway. Our latest NRPS results, in London and the South East in particular, clearly show that for many this is not happening right now. Passengers want their reliable railway back.”
Jacqueline Starr, managing director of customer experience at the Rail Delivery Group, added: “We know that there is more to do to keep improving and to give passengers the excellent services they expect. Our customers must be at the heart of everything we do.
“With ever-growing demand for rail, large parts of the railway are full. That’s why billions of pounds are being spent to provide muchneeded extra capacity and more reliable, modern services that meet our customers’ needs.
“Everyone in the railway is working hard to create a bigger, better railway for Britain and to make passengers’ journeys better from start to finish.”