Transport User Voice – October 2019 – What’s happening in Wales?
30 September 2019
Passengers looking for improvement
How satisfied are commuters in Wales?
The National Rail Passenger Survey (NRPS) is the key measure of passenger satisfaction across rail in Britain. Passengers’ overall satisfaction with journeys on Transport for Wales services is 82 per cent – but there were also a number of areas for improvement.
Staff are particularly valued. Just over three quarters were satisfied with staff helpfulness at stations, and on trains 84 per cent were satisfied. However, there is also a range of aspects where passengers are looking for improvement, commuters in particular:
|Aspect||Transport for Wales||Commuters||Business||Leisure|
|Cleanliness inside trains||65||54||72||70|
|How well delays are dealt with||49||37||**||60|
Percentage satisfaction: spring 2019. **Result not shown due to small sample size.
Transport Focus is working with the train operator and Network Rail to improve their handling of delays, delivery of service reliability and communication with passengers – including explaining issues with trains in an open letter to customers.
New Transport Focus stakeholder manager in Wales
Transport Focus has a new stakeholder manager in Wales, Michelle Roles, to work jointly with Transport for Wales and Network Rail to give them more in-depth understanding of passengers’ needs and get the best deal for passengers.
South Wales Metro and Valleys improvement plans
Keeping communities updated with plans for their rail services is an important part of improving communication with passengers. Transport for Wales consultation events are taking place during September and October to discuss plans for future South Wales Metro and Valleys services.
Transport Focus is also working to ensure passengers are made aware of how services will change and may be impacted during upgrade works, including discussion and provision of suitable alternatives.
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