Passenger Focus has published Official Statistics on passenger satisfaction with rail travel from the National Passenger Survey for Autumn 2010.
Friday, 28 January 2011
• Nationally the percentage of passengers satisfied with their journey
overall was 84%. This is not significantly different compared to Autumn
2009 (when 83% of passengers were satisfied). 83% of passengers were
satisfied overall with their journey in Spring 2010. 84% is the highest
percentage recorded since the survey started in Autumn 1999.• At a national level, the proportion of passengers satisfied with
punctuality/reliability was 82%. This is not significantly different
compared to Autumn 2009 when 83% were satisfied. • The percentage of passengers satisfied with all the train and station
factors at a national level was up or unchanged compared to Autumn
2009. Satisfaction with 13 service areas improved (the rest were
unchanged). • The proportion of passengers satisfied with value for money for the
price of their ticket nationally was 49%. This was significantly up
compared to Autumn 2009 when 45% of passengers were satisfied. The
proportion of passengers satisfied with sufficient room for all the
passengers to sit/stand significantly was 68%. This is not
significantly different to autumn 2009 (when 67% were satisfied). • For London and the South East operators 83% of passengers were very
or fairly satisfied overall, not significantly different to Autumn 2009
(when 82% were satisfied). The percentage of passengers satisfied with
all the train and station factors was up or not significantly different
compared to Autumn 2009. Satisfaction improved for 18 factors. • For the long distance operators the proportion of passengers who were
very or fairly satisfied overall was 87% (not significantly different
to Autumn 2009 when it was also 87%). Passenger satisfaction for the
various train and station factors was mostly unchanged compared to
Autumn 2009, but satisfaction improved for six factors and declined for
one. Satisfaction with how well the train companies dealt with delays
improved (by 7%), but satisfaction with punctuality/reliability
declined (by 2%). • For regional operators 86% of passengers were very or fairly
satisfied with their journey overall, not significantly differently
compared to Autumn 2009. 87% were satisfied in Autumn 2009. For most
service areas passenger satisfaction was unchanged compared to Autumn
2009, but satisfaction improved for one factor (value for money for the
price of the ticket). • Comparing the percentage of passengers satisfied overall for
individual train operating companies with Autumn 2009, one
significantly improved (East Midlands Trains), and none have
significantly declined. 22 TOCs had no statistically significant
changes in their overall satisfaction results compared with Autumn 2009. • Value for money improved for 10 TOCs (and declined for none),
sufficient room for all passengers to sit/stand improved for two TOCs
and declined for two, punctuality/reliability declined for four TOCs
(and improved for none), and there were no changes by TOC for
satisfaction with how well train company dealt with delays. • The lowest ratings for overall satisfaction were given to First
Capital Connect (76%), National Express East Anglia (79%), and
Southeastern (80%). Three other TOCs had 82% of passengers satisfied
(First Great Western, Northern Rail and Southern). • The highest ratings for overall satisfaction were achieved by Wrexham
& Shropshire (96%) and Grand Central (95%). First Hull Trains, Heathrow
Express and Merseyrail all had 93% of passengers satisfied. • Overall satisfaction by individual routes within TOCs varied between
72% and 96%. • In terms of how passengers spend their time on the train, the main
activity is 'reading for leisure' (50% of passengers). For business
travellers however the main activity is 'work or study on the train'
(48% of passengers).
|
