Train traveller dissatisfaction

A survey of train travellers has revealed a customer satisfaction score of 50% or lower.

Bottom of the table was First Capital Connect, with only 40% of its passengers saying they were satisfied with the service.

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Only 22% think service improving

More than half of train companies have a customer satisfaction score of 50% or lower while just 22% of train travellers feel their service is improving despite above-inflation fare rises last month.

Here are the customer satisfaction scores for companies operating in our area, according to the Which? report

  • Virgin Trains 67%
  • c2c 64%
  • East Coast 58%
  • Southern 48%
  • South West Trains 47%
  • London Midland 45%
  • First Great Western 43%
  • South Eastern 43%
  • Greater Anglia 42%
  • First Capital Connect 40%

40% likely to make fewer journeys

First Capital Connect customers the least satisfied Credit: Chris Radburn/Press Association

The Which? survey which revealed First Capital Connect customers were least satisfied also showed that 40% of train travellers are likely to reduce the number of journeys they make as a result of the recent price increases which have season tickets rise by an average of 4.2%.

But a third of commuters said they did not have an alternative way of getting to work and would just have to pay more.


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