Survey reveals rail passenger satisfaction at 10-year low

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29th January 2019 15:25 - Transport and Distribution

Survey reveals rail passenger satisfaction at 10-year low: According to the latest  National Passenger Rail Survey (NPRS) by Transport Focus, rail passenger satisfaction has fallen to the lowest level since 2007. 
 
The poll, which surveys 50,000 passengers found that overall customer satisfaction had dropped to 79% -  which equates to one in five passengers.being dissatisfied. 
 
Twice a year the survey asks passengers to rate their experiences in a number of areas including value for money, the reliability of trains, station satisfaction and how well train companies deal with delays. 
 
The most recent findings show that overall, 46% of journeys were deemed ‘satisfactory’ when considering the price of a ticket - which dropped to less than a third (31%) among regular passengers. 
 
Of all the train operators, passengers using Great Northern Trains were the least satisfied with a rating of 68% being given for overall satisfaction, followed by Northern (72%), South Western Railway (73% ), TransPennine Express (73%), and Greater Anglia (73%).
 
The highest ratings were achieved by Heathrow Express (96%), Grand Central (94%), Chiltern Railways (92%), Hull Trains (91%), Merseyrail (90%) and Virgin Trains (90%). 
 
Of the 25 train operators listed, only two, Heathrow Express and Chiltern Railways, improved on their 2017 satisfaction rating, up 5% and 4% respectively. Seven 'significantly declined' according to the report including Great Northern (-9%), Northern (-9%), TransPennine Express (-8%), Greater Anglia (-8%), Thameslink (-6%), ScotRail (-6%), and London North Eastern Railway (-5%)
 
Chief executive of Transport Focus, Anthony Smith, said: “Government and the industry must continue to focus on performance. In the longer term, the government’s rail review must bring about fundamental change.
 
“Passenger irritation at poor performance erodes their most basic trust in the industry. Passenger frustration at continual fare increases saps confidence in the system to reform itself. 
 
“A better value for money and more reliable railway must arrive soon for passengers.”
 
You can see the report in full: NRPS Survey 2018


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