A recent survey has shown that overall customer satisfaction is at 83% for train services operated in London and the South East.
The newest National Passenger Survey for Spring 2012 reported that on individual routes, customer satisfaction varied from 97% on the Merseyrail Wirral route; to 75% on ScotRail’s Rural route; around 70% on the First Capital Connect route to Thameslink South; and as low as 23% on Greater Anglia’ Mainline route.
Anthony Smith, the chief executive officer of Passenger Focus, the UK-based research organisation which carried out the survey, said, ‘Well done to London Midland, Merseyrail and Heathrow Connect, all of whom improved significantly. Particularly impressive was London Midlands’ whopping 17% rise in how they dealt with delays. Greater Anglia (previously National Express East Anglia) will be well aware of the work needed to boost passenger satisfaction.
Annual Season ticket holders, particularly in London and the South East, despite having regulated fares, unsurprisingly do not think their tickets represent value for money. The industry must keep its focus on getting the trains on time while Government must think very carefully about the forthcoming decision on the rate of rises for regulated fares. The message from passengers is clear.’
Jake Kelly, the customer service director for the Network Rail Alliance and South West Trains, a UK-based railway service operator, said, ‘Feedback from our passengers shows that the majority of our customers are satisfied with our overall service and we are above the average for our sector. But we know we need to work harder to improve in a number of areas.