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
Punctuality/reliability 80 60 88 88
Cleanliness inside trains 65 54 72 70
Crowding 71 53 80 79
Seat comfort 60 52 58 65
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.

Further details on NRPS in the ‘at a glance’ reports and in more depth on the Data Hub.

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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