Train companies respond to latest National Passenger Survey

Published on Wednesday, 19 June 2013 16:22
Written by Vicki Mitchem

Responding to the publication of the Passenger Focus Spring 2013 National Passenger Survey, David Mapp, Commercial Director at the Association of Train Operating Companies, said:

"Train companies know that to be successful they must meet the needs of passengers and deliver high levels of satisfaction and value for money. While these results show that there is room for improvement, passengers are voting with their feet and taking more journeys than at any time since the 1920s on newer trains, with more services arriving punctually.

"Year on year passenger satisfaction is still at a near record high and this is because train companies keep listening to their passengers, resulting in big improvements in areas such as cleanliness and facilities at stations, and connections with other forms of transport."

Notes to editors:
82% of passengers are satisfied with their journey overall compared with 83% in the Spring 2012 survey, 11% said they were neither satisfied nor dissatisfied, 7% of passengers said they were dissatisfied – the same proportion as in Spring 2012.

Since Autumn 2007 overall satisfaction has consistently been 80% or higher.

Compared to Spring 2012, Passenger Focus says four out of 34 areas have improved significantly and eight have declined.

Areas that have shown a significant improvement include:

  • Satisfaction with station facilities and services (rising 5% to 55%)
  • Satisfaction with station cleanliness (rising 3% to 74%)
  • Satisfaction with station upkeep and repair (rising 2% to 70%)
  • Connections with other forms of public transport (rising 2% to 75%)

Source: ATOC


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