Passenger survey reveals best and worst rail companies

Some train passengers in the East are experiencing "overcrowded trains, erratic punctuality and poor value for money", according to a recent survey.

But other customers are more satisfied with their rail journeys.

Based on responses from more than 4,000 adults, the survey by Which? Magazine revealed that Virgin Trains, which operates the West Coastline, was considered the best train company.

Next was the London to Tilbury and Southend company c2c, followed by Merseyrail, East Coast and East Midlands Trains.

Bottom of the table was Southeastern, with its customers citing "overcrowding and high fares, with perceived cuts to services".

The next least-popular companies with customers were National Express East Anglia – now run by Greater Anglia – and First Capital Connect.

Michael Roberts, chief executive of the Association of Train Operating Companies, criticised the survey.

He said: “This is a far less representative survey than the research carried out every six months by independent watchdog Passenger Focus.

“Which? questioned less than a tenth of the number of people surveyed by Passenger Focus, whose results show that more than five out of six passengers are satisfied with their service.”

List shows the train company and score out of 100:

  • Virgin Trains 64
  • c2c 61
  • Merseyrail 60
  • East Coast 57
  • East Midlands Trains 57
  • London Overground 56
  • CrossCountry 56
  • Arriva Trains Wales 56
  • London Midland 55
  • First ScotRail 54
  • First TransPennine Express 54
  • Northern 49
  • First Great Western 48
  • South West Trains 47
  • Southern 44
  • First Capital Connect 43
  • National Express East Anglia 42
  • Southeastern 40