Chiltern Railways, already one of the country’s most popular train companies, has seen an increase in overall passenger satisfaction to 91%. This is one of the results of the independent National Passenger Survey (NPS), which is conducted by Passenger Focus and details the views of 50,000 passengers’ travelling experiences on trains and at stations across the UK.

This compares to overall results for the rail industry of just 83% passenger satisfaction.

Thomas Ableman, Marketing Director at Chiltern Railways said: “This has been achieved through getting the basics right and listening to what our passengers want. We understand that passengers need good value, great service and a train that arrives on time, and that is what everyone at Chiltern Railways strives to achieve every day.”

Over £400 million has been invested in the Chiltern Railways franchise since 1996, with new trains and the revitalisation of London Marylebone station. Last month, Chiltern Railways announced a £250 million upgrade to turn the Chiltern route into a new mainline with journey times cut by 20%. This will be achieved with no recourse to taxpayer funds in any form.

Chiltern Railways’ sister company, Wrexham & Shropshire, which operates services from London Marylebone and Banbury to Telford, Shrewsbury and Wrexham scored 98% for satisfaction, the highest ever recorded in the history of the National Passenger Survey

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Chiltern Railways passenger satisfaction goes up