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  1. ITV Report

West Midlands Trains is among the worst companies for customer satisfaction

The transport provider has announced a discount for some passengers during the summer, as compensation for poor performance Credit: ITV News Central

West Midlands Trains is among the worst companies for customer satisfaction according to a survey by Transport Focus.

The transport provider scored 73%, compared to an overall average of more than 80%.

The company has been criticised for delays and cancellations, which have threatened the future of the franchise.

The key findings in the report for West Midlands Trains (percentage change is since Autumn 2018):

  • Overall satisfaction with the journey: -11%
  • Value for money of the price of your ticket: -7%
  • Punctuality: - 15%
  • Level of crowding: -7%
  • Overall satisfaction with the station: -9%
  • How well train company deals with delays: -12%

The lowest ratings for overall satisfaction were given to Northern (72 per cent), West Midlands Trains (73%), South Western Railway (74%), TransPennine Express (79%), and Transport for Wales (79%).

By comparison, the highest ratings for overall satisfaction were achieved by Heathrow Express (96 per cent), Grand Central (94 per cent), Hull Trains (92 per cent), Merseyrail (91 per cent), and Chiltern Railways (90 per cent).

West Midlands trains West Midlands Trains is among the worst companies for customer satisfaction Credit: ITV Central

West Midlands Trains has announced a discount for some passengers during the summer, as compensation for poor performance.

ITV Central's Bob Warman grilled the Managing Director on the operator's customer satisfaction rating.

Julian Edwards - Managing Director, West Midlands Trains

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