Increase in rail passenger satisfaction levels

13:45 29 January 2013

File picture: PA

File picture: PA


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.”

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