Eighty-five per cent are satisfied with rail services - are you?

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.”

Comments (9)

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12:06pm Tue 29 Jan 13

HRH of Boscombe says...

Satisfied????
.
£4k a year to stand squeezed into a corner for the whole journey on a daily basis??
.
When was this joke of a survey done? 2 in the afternoon when a few grannies are off for tea in Brockenhurst?
.
Try 8am on a Monday or Tuesday. I can't believe they would have one satisfied passenger.
.
SWT disgust me and this blatantly fudged survey that excludes the commuters who pay for the network just exposes their daily deception
Satisfied???? . £4k a year to stand squeezed into a corner for the whole journey on a daily basis?? . When was this joke of a survey done? 2 in the afternoon when a few grannies are off for tea in Brockenhurst? . Try 8am on a Monday or Tuesday. I can't believe they would have one satisfied passenger. . SWT disgust me and this blatantly fudged survey that excludes the commuters who pay for the network just exposes their daily deception HRH of Boscombe
  • Score: 0

12:08pm Tue 29 Jan 13

BackOfTheNet says...

Only ten minutes late today, only once in 2013 have I been less than 2 minutes late in to work.

I would say between 5% and 8% would be about right :)
Only ten minutes late today, only once in 2013 have I been less than 2 minutes late in to work. I would say between 5% and 8% would be about right :) BackOfTheNet
  • Score: 0

12:40pm Tue 29 Jan 13

BmthNewshound says...

Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset.
.
Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen.
.
Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are.
Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset. . Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen. . Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are. BmthNewshound
  • Score: 0

2:37pm Tue 29 Jan 13

DST says...

HRH of Boscombe wrote:
Satisfied???? . £4k a year to stand squeezed into a corner for the whole journey on a daily basis?? . When was this joke of a survey done? 2 in the afternoon when a few grannies are off for tea in Brockenhurst? . Try 8am on a Monday or Tuesday. I can't believe they would have one satisfied passenger. . SWT disgust me and this blatantly fudged survey that excludes the commuters who pay for the network just exposes their daily deception
Maybe you should research what Passenger Focu is and how the survey is conducted before you blast off with totally inaccurate comments like "blatantly fudged survey that excludes commuters".

Try reading the report first:-

http://www.passenger
focus.org.uk/researc
h/publications/natio
nal-passenger-survey
-autumn-2012-nps-mai
n-report

Page 5 of the report describes how it was carried out - and commuters were included!
[quote][p][bold]HRH of Boscombe[/bold] wrote: Satisfied???? . £4k a year to stand squeezed into a corner for the whole journey on a daily basis?? . When was this joke of a survey done? 2 in the afternoon when a few grannies are off for tea in Brockenhurst? . Try 8am on a Monday or Tuesday. I can't believe they would have one satisfied passenger. . SWT disgust me and this blatantly fudged survey that excludes the commuters who pay for the network just exposes their daily deception[/p][/quote]Maybe you should research what Passenger Focu is and how the survey is conducted before you blast off with totally inaccurate comments like "blatantly fudged survey that excludes commuters". Try reading the report first:- http://www.passenger focus.org.uk/researc h/publications/natio nal-passenger-survey -autumn-2012-nps-mai n-report Page 5 of the report describes how it was carried out - and commuters were included! DST
  • Score: 0

3:52pm Tue 29 Jan 13

goatface says...

HRH of Boscombe wrote:
Satisfied????
.
£4k a year to stand squeezed into a corner for the whole journey on a daily basis??
.
When was this joke of a survey done? 2 in the afternoon when a few grannies are off for tea in Brockenhurst?
.
Try 8am on a Monday or Tuesday. I can't believe they would have one satisfied passenger.
.
SWT disgust me and this blatantly fudged survey that excludes the commuters who pay for the network just exposes their daily deception
Oh dear, the tired old sense of entitlement of the commuter rears its ugly head again!

YOU made the choice to commute 100 miles, presumably as you consider this better for your finances or lifestyle than living in London - that's fair enough, but why should you receive preferential status? After all, you are probably paying the least per journey out of any of us! If you travel 5 days a week, that £4000 is barely £16 a day for a 200 miles round trip. Plus any other journeys you make between Bournemouth and London will be effictively free, you get a third off your other rail fares and SWT even through in 6 free travel passes every year!

So, sorry, but you DON'T pay for the network any more than those of us who travel occasionally. Indeed, the amount of extra rolling stock and infrastructure required to accommodate the peaks in demand caused by commuters generally means that they are MORE subsidised than occasional travellers.
[quote][p][bold]HRH of Boscombe[/bold] wrote: Satisfied???? . £4k a year to stand squeezed into a corner for the whole journey on a daily basis?? . When was this joke of a survey done? 2 in the afternoon when a few grannies are off for tea in Brockenhurst? . Try 8am on a Monday or Tuesday. I can't believe they would have one satisfied passenger. . SWT disgust me and this blatantly fudged survey that excludes the commuters who pay for the network just exposes their daily deception[/p][/quote]Oh dear, the tired old sense of entitlement of the commuter rears its ugly head again! YOU made the choice to commute 100 miles, presumably as you consider this better for your finances or lifestyle than living in London - that's fair enough, but why should you receive preferential status? After all, you are probably paying the least per journey out of any of us! If you travel 5 days a week, that £4000 is barely £16 a day for a 200 miles round trip. Plus any other journeys you make between Bournemouth and London will be effictively free, you get a third off your other rail fares and SWT even through in 6 free travel passes every year! So, sorry, but you DON'T pay for the network any more than those of us who travel occasionally. Indeed, the amount of extra rolling stock and infrastructure required to accommodate the peaks in demand caused by commuters generally means that they are MORE subsidised than occasional travellers. goatface
  • Score: 0

3:56pm Tue 29 Jan 13

Square Old Codger says...

Our rail service is amongst the most expensive in the World, little wonder when 3 different groups are taking profits from it. Rail Track, the Railway Companies and the leasing companies.Half the population cant afford to go by rail - as a Parliamentry Committe said rail travel is for the rich. ( or where there is no alternative ) So I suppose the survey relates only to the minority who can afford to use the trains or are forced to..
Our rail service is amongst the most expensive in the World, little wonder when 3 different groups are taking profits from it. Rail Track, the Railway Companies and the leasing companies.Half the population cant afford to go by rail - as a Parliamentry Committe said rail travel is for the rich. ( or where there is no alternative ) So I suppose the survey relates only to the minority who can afford to use the trains or are forced to.. Square Old Codger
  • Score: 0

4:18pm Tue 29 Jan 13

goatface says...

BmthNewshound wrote:
Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset.
.
Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen.
.
Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are.
Any examples to back up that claim about pricing? If you look at other towns the same distance from London as Bournemouth (Birmingham, Norwich, Bath) an open return valid in the morning peaks seems more expensive elsewhere (£100 from Bournemouth versus £175 from Bath). As for off-peak, there's very little in it. Plus, if you live down here and travel more than a couple of times a year you get the added benefit of a 33% discount if you spend a few pounds on a Network Railcard. So I think we're doing pretty well, actually!

Neither of the two principal trains per hour from Bournemouth to London use the commuter-type trains that you mention as a matter of routine; they generally appear only on the all-stations stopper that isn't intended for long-distance journeys and isn't advertised as such.

As for snow, it's a fact of life that trains don't like it. From problems picking up power from the track and damage to equipment, to difficulties coupling and uncoupling trains, you need to live in the real world and accept this unless you're happy to spend billions on weatherproofing the network to save just one or two days' disruption a year.

If heavy snow is on the way it's logical to put in a robust temporary timetable that people can rely on, rather than trying to run a normal service that falls as soon as the weather worsens.

Yes, it was irritating having only one train an hour west of Bournemouth the other week - but it kept things moving despite some pretty nasty weather and people got where they needed to go.
[quote][p][bold]BmthNewshound[/bold] wrote: Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset. . Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen. . Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are.[/p][/quote]Any examples to back up that claim about pricing? If you look at other towns the same distance from London as Bournemouth (Birmingham, Norwich, Bath) an open return valid in the morning peaks seems more expensive elsewhere (£100 from Bournemouth versus £175 from Bath). As for off-peak, there's very little in it. Plus, if you live down here and travel more than a couple of times a year you get the added benefit of a 33% discount if you spend a few pounds on a Network Railcard. So I think we're doing pretty well, actually! Neither of the two principal trains per hour from Bournemouth to London use the commuter-type trains that you mention as a matter of routine; they generally appear only on the all-stations stopper that isn't intended for long-distance journeys and isn't advertised as such. As for snow, it's a fact of life that trains don't like it. From problems picking up power from the track and damage to equipment, to difficulties coupling and uncoupling trains, you need to live in the real world and accept this unless you're happy to spend billions on weatherproofing the network to save just one or two days' disruption a year. If heavy snow is on the way it's logical to put in a robust temporary timetable that people can rely on, rather than trying to run a normal service that falls as soon as the weather worsens. Yes, it was irritating having only one train an hour west of Bournemouth the other week - but it kept things moving despite some pretty nasty weather and people got where they needed to go. goatface
  • Score: 0

5:03pm Tue 29 Jan 13

BmthNewshound says...

goatface wrote:
BmthNewshound wrote:
Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset.
.
Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen.
.
Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are.
Any examples to back up that claim about pricing? If you look at other towns the same distance from London as Bournemouth (Birmingham, Norwich, Bath) an open return valid in the morning peaks seems more expensive elsewhere (£100 from Bournemouth versus £175 from Bath). As for off-peak, there's very little in it. Plus, if you live down here and travel more than a couple of times a year you get the added benefit of a 33% discount if you spend a few pounds on a Network Railcard. So I think we're doing pretty well, actually!

Neither of the two principal trains per hour from Bournemouth to London use the commuter-type trains that you mention as a matter of routine; they generally appear only on the all-stations stopper that isn't intended for long-distance journeys and isn't advertised as such.

As for snow, it's a fact of life that trains don't like it. From problems picking up power from the track and damage to equipment, to difficulties coupling and uncoupling trains, you need to live in the real world and accept this unless you're happy to spend billions on weatherproofing the network to save just one or two days' disruption a year.

If heavy snow is on the way it's logical to put in a robust temporary timetable that people can rely on, rather than trying to run a normal service that falls as soon as the weather worsens.

Yes, it was irritating having only one train an hour west of Bournemouth the other week - but it kept things moving despite some pretty nasty weather and people got where they needed to go.
Do you work for SWT ?. I didn't say that fares from Bournemouth were more expensive than other journeys I just think that £100 is a lot of money. Other routes may be more expensive but they are also faster.
.
Your comment that neither of the principal trains to London don't use the commuter style trains is wrong. On more than one occasion I've been stuck on a principal train as you call them where a commuter style train was used on more than one occasion.
.
We didn't have heavy snow here in the south and as for a robust temporary timetable, SWT are incapable of running a robust standard timetime. Talk about me living in the real world, you clearly live in cloud cuckoo land if you think that SWT provide value for money and a reliable service.
[quote][p][bold]goatface[/bold] wrote: [quote][p][bold]BmthNewshound[/bold] wrote: Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset. . Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen. . Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are.[/p][/quote]Any examples to back up that claim about pricing? If you look at other towns the same distance from London as Bournemouth (Birmingham, Norwich, Bath) an open return valid in the morning peaks seems more expensive elsewhere (£100 from Bournemouth versus £175 from Bath). As for off-peak, there's very little in it. Plus, if you live down here and travel more than a couple of times a year you get the added benefit of a 33% discount if you spend a few pounds on a Network Railcard. So I think we're doing pretty well, actually! Neither of the two principal trains per hour from Bournemouth to London use the commuter-type trains that you mention as a matter of routine; they generally appear only on the all-stations stopper that isn't intended for long-distance journeys and isn't advertised as such. As for snow, it's a fact of life that trains don't like it. From problems picking up power from the track and damage to equipment, to difficulties coupling and uncoupling trains, you need to live in the real world and accept this unless you're happy to spend billions on weatherproofing the network to save just one or two days' disruption a year. If heavy snow is on the way it's logical to put in a robust temporary timetable that people can rely on, rather than trying to run a normal service that falls as soon as the weather worsens. Yes, it was irritating having only one train an hour west of Bournemouth the other week - but it kept things moving despite some pretty nasty weather and people got where they needed to go.[/p][/quote]Do you work for SWT ?. I didn't say that fares from Bournemouth were more expensive than other journeys I just think that £100 is a lot of money. Other routes may be more expensive but they are also faster. . Your comment that neither of the principal trains to London don't use the commuter style trains is wrong. On more than one occasion I've been stuck on a principal train as you call them where a commuter style train was used on more than one occasion. . We didn't have heavy snow here in the south and as for a robust temporary timetable, SWT are incapable of running a robust standard timetime. Talk about me living in the real world, you clearly live in cloud cuckoo land if you think that SWT provide value for money and a reliable service. BmthNewshound
  • Score: 0

1:11pm Wed 30 Jan 13

DST says...

BmthNewshound wrote:
goatface wrote:
BmthNewshound wrote: Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset. . Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen. . Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are.
Any examples to back up that claim about pricing? If you look at other towns the same distance from London as Bournemouth (Birmingham, Norwich, Bath) an open return valid in the morning peaks seems more expensive elsewhere (£100 from Bournemouth versus £175 from Bath). As for off-peak, there's very little in it. Plus, if you live down here and travel more than a couple of times a year you get the added benefit of a 33% discount if you spend a few pounds on a Network Railcard. So I think we're doing pretty well, actually! Neither of the two principal trains per hour from Bournemouth to London use the commuter-type trains that you mention as a matter of routine; they generally appear only on the all-stations stopper that isn't intended for long-distance journeys and isn't advertised as such. As for snow, it's a fact of life that trains don't like it. From problems picking up power from the track and damage to equipment, to difficulties coupling and uncoupling trains, you need to live in the real world and accept this unless you're happy to spend billions on weatherproofing the network to save just one or two days' disruption a year. If heavy snow is on the way it's logical to put in a robust temporary timetable that people can rely on, rather than trying to run a normal service that falls as soon as the weather worsens. Yes, it was irritating having only one train an hour west of Bournemouth the other week - but it kept things moving despite some pretty nasty weather and people got where they needed to go.
Do you work for SWT ?. I didn't say that fares from Bournemouth were more expensive than other journeys I just think that £100 is a lot of money. Other routes may be more expensive but they are also faster. . Your comment that neither of the principal trains to London don't use the commuter style trains is wrong. On more than one occasion I've been stuck on a principal train as you call them where a commuter style train was used on more than one occasion. . We didn't have heavy snow here in the south and as for a robust temporary timetable, SWT are incapable of running a robust standard timetime. Talk about me living in the real world, you clearly live in cloud cuckoo land if you think that SWT provide value for money and a reliable service.
There may not have been much snow around Bournemouth but there were significant snow falls from Winchester to Woking.
[quote][p][bold]BmthNewshound[/bold] wrote: [quote][p][bold]goatface[/bold] wrote: [quote][p][bold]BmthNewshound[/bold] wrote: Compared to other parts of the country our train services are expensive and very slow. The the recent announcements about investment in the rail infrastructure to make journey times quicker and introduce more seats at peak times seem to have ignored the trains to and from Dorset. . Some of the trains used on the Bournemouth route are only designed for short distance commuter services. They squeeze in 5 seats abreast with no tables. Peak travel from Bournemouth to London now only a whisker under £100 return - the fares keep going up but the service gets worse. I've also noticed that any excuse to cancel trains and SWT will do it. During the recent bad weather they announced cancellations before a single flake of snow had fallen. . Rant over. Needless to say I am not one of the 85% and would be very interested to know who these people are.[/p][/quote]Any examples to back up that claim about pricing? If you look at other towns the same distance from London as Bournemouth (Birmingham, Norwich, Bath) an open return valid in the morning peaks seems more expensive elsewhere (£100 from Bournemouth versus £175 from Bath). As for off-peak, there's very little in it. Plus, if you live down here and travel more than a couple of times a year you get the added benefit of a 33% discount if you spend a few pounds on a Network Railcard. So I think we're doing pretty well, actually! Neither of the two principal trains per hour from Bournemouth to London use the commuter-type trains that you mention as a matter of routine; they generally appear only on the all-stations stopper that isn't intended for long-distance journeys and isn't advertised as such. As for snow, it's a fact of life that trains don't like it. From problems picking up power from the track and damage to equipment, to difficulties coupling and uncoupling trains, you need to live in the real world and accept this unless you're happy to spend billions on weatherproofing the network to save just one or two days' disruption a year. If heavy snow is on the way it's logical to put in a robust temporary timetable that people can rely on, rather than trying to run a normal service that falls as soon as the weather worsens. Yes, it was irritating having only one train an hour west of Bournemouth the other week - but it kept things moving despite some pretty nasty weather and people got where they needed to go.[/p][/quote]Do you work for SWT ?. I didn't say that fares from Bournemouth were more expensive than other journeys I just think that £100 is a lot of money. Other routes may be more expensive but they are also faster. . Your comment that neither of the principal trains to London don't use the commuter style trains is wrong. On more than one occasion I've been stuck on a principal train as you call them where a commuter style train was used on more than one occasion. . We didn't have heavy snow here in the south and as for a robust temporary timetable, SWT are incapable of running a robust standard timetime. Talk about me living in the real world, you clearly live in cloud cuckoo land if you think that SWT provide value for money and a reliable service.[/p][/quote]There may not have been much snow around Bournemouth but there were significant snow falls from Winchester to Woking. DST
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