Passenger Voice July 2015: Rail passenger satisfaction drops again

06 July 2015

Poor performance, especially in the south east, has led to another drop in rail passenger satisfaction.

 Our survey of more than 31,000 passengers in spring 2015 found that:

  • overall satisfaction is 80 per cent (down from 82 per cent in spring 2014)
  • satisfaction with punctuality is down to 75 per cent (from 77 per cent in 2014)
  • value for money ratings continue below the half-way mark, at 45 per cent.

Anthony Smith, Transport Focus’s chief executive, said: “Commuters will not be surprised at these results. Long-term plans and investment are important and welcome – how the work is carried out, though, is crucial.

“The London Bridge rebuilding scheme in particular has caused problems. We’re now working with train companies and Network Rail to try and minimise the impact on commuters.”

Following months of disruption in the south east area, Transport Focus is part of a taskforce to help tackle it. Set up by rail minister Claire Perry, the group will focus on immediate improvements for long-suffering passengers in this region.

As part of this work, we will develop ways to get instant feedback that will sit alongside the National Rail Passenger Survey and will help us monitor whether improvements are being felt by passengers.

In Scotland almost nine in ten ScotRail passengers are satisfied with their train service. With an overall satisfaction score that is seven per cent higher than the national average score, ScotRail passengers also recorded a value for money rating of 60 per cent.

In Wales the national trend was reversed with a five percentage point increase from the spring 2014 survey – almost nine in 10 (89 per cent) of those using Arriva Trains Wales (ATW) were satisfied.

Click below to download the full National Rail Passenger Survey report, national and train company at a glance guides and reports on punctuality:


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