Transport Focus’s latest National Rail Passenger Survey (NRPS), capturing the satisfaction of over 27,000 passengers with their last journey, was published today January 30. It is the largest published rail passenger satisfaction survey in the world.
Four in five rail journeys (81%) are rated satisfactory or good by customers, according to the survey for Autumn 2017. Fewer than one in 10 journeys were rated unsatisfactory (8%). However, just a third of commuters are satisfied with the value for money of their train journey mainly due to continued weak performance.
Performance on South Western Railway has struggled to recover since the major disruption which involved the upgrade at London Waterloo. Passenger satisfaction dropped to 75%, and even further, to 64% for passengers travelling in the peak.
Transport Focus recently called South Western Railway and Network Rail to a special Board meeting to explain the poor performance, their approach to managing disruption and investment plans. Transport Focus will continue to press for improvement.
Meanwhile, there are signs investment is paying off. Scores for the new Thameslink trains has increased – with overall satisfaction with the train up by 13%. Passenger ratings for the new London Bridge station, only partially open during this survey period, have also climbed.
Other key results are:
Original article © Transport Focus.
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