CUSTOMER SATISFACTION WITH RAIL TRAVEL REMAINS AT RECORD HIGH, NEW SURVEY SHOWS

In response to the publication of the National Passenger Survey, showing record levels of overall customer satisfaction with train travel, Michael Roberts, Chief Executive of the Association of Train Operating Companies (ATOC), said:

“Record levels of overall customer satisfaction are a reflection of train companies continuing to provide passengers with the high quality service that they expect and deserve.

“Satisfaction has improved in a whole range of areas, from the helpfulness of staff to the frequency and punctuality of trains, and is testament to the hard work of train operators in providing ever better services to passengers.

“Train companies are not complacent and they will continue to focus on improving their services. For example, train companies are actively working with their industry partners to improve the way that delays are handled and to deliver a more consistently better experience at stations.”

The survey shows:

- 83% of passengers are satisfied with their journey. This is the highest recorded level since the survey began

- Satisfaction with almost every single service area has either risen significantly or stayed the same when compared with Autumn 08

- Specific aspects of service where operators nationally score highly (ie satisfaction levels at 80% or higher) are on speed of journey, punctuality/reliability, how station staff handled requests and provision of information about train times

- Other aspects of service where operators have made significant improvements compared with Autumn 08 include availability of staff (and their helpfulness) on trains, punctuality/reliability of trains, the overall station environment (including specifically car parking facilities and personal security at stations) and sufficiency of room on trains.

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