Merseyrail tops chart for overall satisfaction in latest Transport Focus survey

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19th September 2023 21:22 - Transport and Distribution

Merseyrail tops chart for overall customer satisfaction in latest Transport Focus survey: A survey by Transport Focus, the independent watchdog for transport users, has revealed that between December 2022 and August 2023 Merseyrail scored the highest for overall customer satisfaction, seeing the operator rank at the top of the table with a score of 95.

Merseyrail was followed by c2c (94) and Great Northern (91), and then London Overground, Scotrail and TfL Rail/Elizabeth in fourth, fifth and sixth, position, all with a score of 90.

Southeastern (89), Great Anglia (87), London North Eastern Railway (87) and Thameslink (87) made up the top 10.

At the other end of the table was Transport for Wales who recieved a satisfaction score of 73, based on customer feedback, with CrossCountry (76) and Southern (79) also at the bottom.

Overall satisfaction scores were calculated by collecting data about passenger experience for services across England, Scotland and Wales in a range of areas including level of crowding, cleanliness, frequency of services and information during the journey.

Satisfaction scores were also awarded for punctuality and reliability, and satisfaction with value for money, with Merseyrail ranking top again for punctuality (92%) and in third place for satisfaction with value for money (68).  London Overground ranked top in this category (72), followed by London North Eastern Railway (69).

The train operator with the lowest score for punctuality and reliability was Transport for Wales (61), with the operator also towards the bottom of the table for value for money (50).  Southern recieved the lowest satisfaction score in this category (47).

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