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Passenger satisfaction ratings

Passenger Focus has published satisfaction levels among travellers on different train services.

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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."

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