Rail commuters 'less satisfied'

A survey of thousands of train customers revealed that only 38% of passengers on London and south east England services reckoned their ticket represented good or satisfactory value for money.

Rail operating association defends satisfaction results

Year-on-year passenger satisfaction on trains is at a record-high, the commercial director at the Association of Train Operating Companies continued to say today, after a new poll revealed that customers were 'less satisfied' with rail services.

A close up photograph of a rail ticket from London to Grantham. Credit: Tim Goode/EMPICS Entertainment

David Mapp said: "Train companies know that to be successful they must meet the needs of passengers and deliver high levels of satisfaction and value for money.

"While these results show that there is room for improvement, passengers are voting with their feet and taking more journeys than at any time since the 1920s on newer trains, with more services arriving punctually.

"Year-on-year passenger satisfaction is still at a near-record high and this is because train companies keep listening to their passengers, resulting in big improvements in areas such as cleanliness and facilities at stations, and connections with other forms of transport."

Read more: London train passengers 'less satisfied'

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Almost half think train tickets 'poor value for money'

A survey of thousands of train customers revealed that 49% of London and south east England commuters felt that the price of tickets were "poor value for money".

The poll by customer watchdog Passenger Focus found:

  • Passengers on services run by the Southeastern train company were least happy with what they were paying for tickets, with 49% saying they represented poor or unsatisfactory value for money.
  • Southeastern and Heathrow Connect had the highest number (35%) of passengers who rated the way delays were dealt with as unsatisfactory or poor.
  • 60% of First Capital Connect passengers put availability of staff in the unsatisfactory/poor category.
  • The poorest satisfactory/good score (55%) for punctuality and reliability by route was on First Capital Connect's Thameslink South route.

Read more: London train passengers 'less satisfied'

London train passengers 'less satisfied'

A survey of thousands of train customers revealed that only 38% of passengers on London and south east England services reckoned their ticket represented good or satisfactory value for money.

Just one train company improved its overall satisfaction levels from spring 2012 to spring 2013, the poll by rail customer watchdog Passenger Focus found.

The lowest-scoring operators for overall satisfaction in the latest survey were Northern and First Capital Connect which both had figures of 76%.