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Sunday, June 13, 2021

Value for money and helpfulness of staff increase by 7%, according to London Midland passengers

Value for money and helpfulness of staff at London Midland stations has risen by seven per cent in a year, according to the latest National Passenger Survey results.

The results, published today (January 26), report that 86 per cent of passengers expressed overall satisfaction with London Midland services.

There were further impressive increases including a six per cent rise in overall station environment and five per cent hikes in availability of train staff, ticket-buying facilities and upkeep of stations year-on-year.

There were also five per cent rises in provision of space for luggage and how requests to station staff were handled. London Midland’s ability to deal effectively with delays was judged to have improved by four per cent.

The results, which are gathered in spring and autumn by rail watchdog Passenger Focus, refer to surveys conducted in autumn 2010.

London Midland commercial director Alex Hynes said: “I’m delighted that passengers feel value for money has improved and I’m particularly pleased to see passengers noticing the hard work and helpful attitude of our staff.

“We have faced a number of challenges in the adverse weather conditions and know there is still a great deal of work to do, but we’re glad our passengers are seeing real progress.”

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