Increase in rail passenger satisfaction levels

13:45 29 January 2013

File picture: PA

File picture: PA

Archant

More than eight in 10 rail commuters in London and the south east were satisfied with their overall experience.

The 85 per cent who scored the services at that level in autumn last year in the Passenger Focus annual survey was up on the 83 per cent who rated services at the same level in 2011.

Chiltern Railways, East Coast, Greater Anglia and Virgin Trains boosted their satisfaction levels but the lowest ratings for overall satisfaction were given to Northern Rail (80 per cent), First Capital Connect (81 per cent) and Southern (82 per cent). Greater Anglia, First Great Western and London Midland all had 83 per cent of passengers satisfied.

The highest ratings for overall satisfaction among London-bound services were achieved by Heathrow Connect, with 94 per cent, Heathrow Express, c2c, and London Overground which had 93 per cent of passengers satisfied.

Passenger Focus chief executive Anthony Smith said: “The passenger voice helps to drive change on the railways. It is clear that major improvements are linked to where passengers have spoken, and industry has acted.

“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.

Managing Director of London Overground Rail Operations Ltd, which manages London Overground on behalf of TfL, Peter Austin, said: “To see London Overground passenger satisfaction ratings improve yet again is very welcome and is credit to the hard work of our team across the network.

“As a modern, reliable and busy metro-style railway which carries more than 400,000 passengers every day, 93 per cent is a great achievement.

“We are always looking for ways to improve our passengers’ experience and so these results reflect our determination in providing London Overground passengers with the punctual customer-focused service they want.”

Sign up for our news alerts today!

Our editors' picks for the day's top news delivered to your inbox or phone.

Sign up for email alerts Sign up for mobile alerts
1
2 3 4 5 6
7

Latest London transportation news

Monday, April 27, 2015
[Photograph by @TGE_LDNM]

Waterloo Station is standing room only as all routes in and out face sever delays after a person was killed by a train at Surbiton station.

Monday, April 27, 2015
There are severe delays on the Victoria Line

A woman died in the early hours of this morning after she was struck by a Victoria Line train.

Monday, April 27, 2015
The lorry has flipped over onto its side [Photograph from @TfLTrafficNews]

The inbound A12 is shut at the Redbridge roundabout after a artic lorry overturned.

Monday, April 27, 2015
TfL is building a east-west cycle superhighway to be completed in 2016.

Road users may wish to find alternative routes on Victoria Embankment as major works begin for the east-west cycle superhighway today.

Monday, April 27, 2015
A Docklands Light Railway train passes in front of skyscrapers in Canary Wharf (Photo by Oli Scarff/Getty Images)

Workers on London’s Docklands Light Railway are to be balloted for strikes in two separate disputes over pay and conditions.

Thursday, April 23, 2015
Pictured: The Badlands [Photo by Bruno Vincent/Getty Images]

London’s Transport Commissioner has slammed commuter rail services, comparing them to the ‘Wild West’, and even using four-letter words to describe them.

What is this?

Near You Now

Don't Miss...

Competitions

Two phones. Same phone case. Genius.

To celebrate the launch of the first luxury dual phone case, PearPeel, we are giving away two of the black leather Rocha cases, perfect for holding two iPhone 6 handsets.

Read more
We have censored part of this image

Keith Fraser, the UKIP prospective parliamentary candidate for Hackney North and Stoke Newington has apologised after retweeting an Islamophobic cartoon which looks similar to Charlie Hebdo’s depictions of the Prophet yesterday morning.