Working in partnership with London TravelWatch

Passenger Voice July 2016: Latest rail passenger satisfaction scores

29 June 2016

Our latest passenger satisfaction figures from the National Rail Passenger Survey are out.

Overall 80 per cent of passengers were happy with their journey, while 72 per cent of commuters were satisfied. In London and the south east area just 78 per cent of passengers were satisfied, this fell to 61 per cent for commuters.

Tough times continues for many commuters. Only 61 per cent of commuters were satisfied with the punctuality of their train compared with 73 per cent of passengers nationally.

Anthony Smith, chief executive, said:

“Many passengers are feeling the strain. As passenger numbers rise and welcome investment is put in place some passengers are having a difficult time with delays and cancellations making journeys stressful. Simply getting on a train has become a struggle for some.

“Passengers’ main need is for a reliable railway. Our latest NRPS results, in London and the south east in particular, clearly show that for many this is not happening right now. Passengers want their reliable railway back.”

Passengers using Southern have had a particularly difficult time more recently as industrial relations problems have aggravated the knock-on effects of record passenger numbers, the impact of major improvement works and existing problems with trains and track. ScotRail passengers have also been hit by industrial disputes.

Notably Great Western Railway and Virgin Trains achieved a higher overall score this year. Northern Rail and South West Trains both scored higher on the value for money rating.

Find all the survey results here.

Click here to look at an infographic with various breakdowns and comparisons.

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