The majority of passengers (83%) across Great Britain are satisfied with the overall service they receive on the railway, the National Passenger Survey has revealed today.

Commenting on the findings of Great Britain’s largest passenger survey, Passenger Focus welcomed improvements to London Midland (87%), First TransPennine Express (89%) and Virgin Trains (89%) overall satisfaction scores.

Anthony Smith, Passenger Focus chief executive, said: “The investment in faster and more frequent Virgin Trains services and London Midland’s new trains have resulted in much better scores from passengers. The message from passengers is clear – investment does pay off.”

While passengers said they were happy with rail services overall, work is needed to improve the areas passengers have identified as their top priorities. Scores for value for money slipped a point (45% passengers satisfied) and only 36% of passengers said they were satisfied with how well their train company handled delays.

The NPS results show that when the train company is able to run its services on time, passengers are more likely to report that they’re satisfied with services overall. What continues to annoy passengers is the way delays are managed by the industry and a poor performance in this area often results in passengers reporting greater dissatisfaction with the train company.

Mr Smith commented that the Autumn 2009 survey happened before the winter disruption which saw many passengers left out in the cold. He said: “The recent snow and industrial action, as well as the NPS results, tell us the industry has a long way to go when it comes to managing disruption. First Capital Connect, for example, has a lot to do to restore their passengers’ faith – boosting the mean compensation package on offer for recent poor performance would be a good start.”

Passenger Focus welcomed improved passenger satisfaction scores with punctuality, up two points to 83% and long distance operators’ improved punctuality results – specifically on the former National Express East Coast (90%), Virgin Trains (90%), First TransPennine Express (88%), CrossCountry (85%) and East Midlands Trains (85%). But the watchdog now believes the industry should improve how it classifies services as being ‘on-time’.

Mr Smith said: “Trains arriving on time is a top priority for passengers – the industry should work on trains arriving at each station according to the timetable, not just at the final destination. And, we would like the industry to look at how it records punctuality. On time should mean just that, not within the five or 10 minutes leeway currently accepted.”

Almost all passengers travelling on open access operators Wrexham Shropshire (98% of passengers satisfied) and Grand Central (95%) said they received a good service from their train company. Additionally, Heathrow Express (93%), MerseyRail (91%), Chiltern Railways (91%), ScotRail (90%), Heathrow Connect (90%) and c2c (90%), all continue to be strong performers.

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