“93% of our passengers are satisfied with the Heathrow Expressservice which is a 3% increase since Spring 2012. We have spent £15 million pounds on upgrading the Heathrow Express fleet since May 2012 and have improved passenger information on board, online and on mobile devices. We are continuing to invest in improving all aspects of customer service.”
"Greater Anglia has improved overall customer satisfaction more than any other operator in the latest passenger survey, improving by 10% compared with the Spring 2012 survey to 83%. Our value for money rating has also improved from 30% in Spring 2012 to 37%. We recognise there is more to do and our focus is to build on these improved levels of satisfaction in further improving the service we offer our passengers.”
Southern 'disappointed' with overall satisfaction rating
A spokesman for Southern trains said:
"Southern achieved improved scores in many of the categories, but we are disappointed that our overall satisfaction score hasn’t risen.
"We recognise that performance is a key driver to achieving passenger satisfaction and for much of the survey period, general railway infrastructure problems and a particularly difficult leaf fall season made it a particularly challenging period for us. We operate around 2,300 trains each weekday on one of the country’s most congested networks where knock-on effects from one small incident can cause major problems.
"We are analysing the results and will be working hard on a plan to improve in the areas where our passengers tell us we need to."
South West Trains said that fare changes were determined largely by government policy and that they were working hard with the rest of the rail industry to make the system more cost-efficient.
They also pointed out that they had experienced an increase in their overall satisfaction rating.
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....These results, which provide independent views from our passengers, really do help us to focus on the areas of improvement needed and we will continue to target these areas to meet the needs of our passengers.”
Response to survey findings from First Capital Connect
First Capital Connect stressed that the company's overall satisfaction rating had grown for the third year in a row - from 75% in 2009 to 81% last autumn.
Managing Director Neal Lawson said:
"We are pleased to have registered improvements in autumn passenger satisfaction for the third year running. In particular, investment is paying off in satisfaction with punctuality and journey times, the attitudes and helpfulness of our staff, the security of our services and the overall station environment.
“However, we recognise we have more to do, particularly in the area of dealing with delays."
Heathrow Connect in top three for overall satisfaction
When it came to overall customer satisfaction levels, Heathrow Connect came in the top three at 94%. But the same operator saw a marked fall in its value for money rating - dropping 6% over the last year to 52%.
First Capital Connect (81%) and Southern (82%) were among the lowest-rated for overall satisfaction - at 81% and 82% respectively.
South West Trains & Greater Anglia are 'worst' for value for money
Greater Anglia and South West Trains have been branded the worst value for money by passengers.
A survey by the independent watchdog Passenger Focus found that travellers on their routes were the least satisfied with the price of their tickets. Only 37% of passengers considered their tickets value for money, compared with as many as 73% for other operators.
But, despite its poor rating, Greater Anglia's score was an improvement on last year - when it managed only 33%.
Nationally, the proportion of rail passengers satisfied with the price of their tickets has risen by one percentage point to 47% since autumn 2011.