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Eighty-five per cent are satisfied with rail services - are you?
10:53am Tuesday 29th January 2013 in News
EIGHTY-five per cent of rail passengers are satisfied with services, research suggests.
The research for Passenger Focus showed satisfaction with services generally stood at 85 per cent, although satisfaction with individual routes varied between 76 and 97 per cent.
Satisfaction with individual operators varied between 29 per cent and 75 per cent.
South West Trains has welcomed the research, which said 83 per cent of passengers were satisfied with its train service.
The survey, the first since the launch of the joint South West Trains-Network Rail Alliance in April 2012, showed satisfaction with station facilities on South West Trains rose four per cent to 78 per cent. There was an 11 per cent rise in satisfaction with station upkeep and repair.
Tim Shoveller, managing director of the South West Trains-Network Rail Alliance, said: “It's good news to see that satisfaction with our services has improved and we are determined to continue working hard to improve these scores even further.
“Since the launch of our new joint Alliance in April 2012, we have put a huge amount of effort into improving every aspect of our service for passengers. By working together with Network Rail, we can work together much more effectively to reduce delays and deliver better customer service. It's clear that this joint Alliance - which is a first for the UK rail industry - is starting to have an impact on the service we deliver to our passengers.”
Anthony Smith, chief executive of Passenger Focus, said: “It is clear that major improvements are linked to where passengers have spoken, and industry has acted. It is critical that industry and government continue listening to what passengers are saying, and basing investment and operational decisions around this.
“Passengers are saying the quality of rail services is improving. The combination of increased income from fares, government investment and a clearer focus on performance and dealing with disruption is beginning to pay off.
“However, more work needs to be done. Satisfaction on individual routes still varies widely from 76 to 97 per cent. Satisfaction with value for money nudged up by one per cent (to 47 per cent), with individual operators varying between 29 and 75 per cent.”