84% of rail passengers ‘satisfied’ with train services

Overall satisfaction has remained steady at 84%, matching last year’s high score.

However, drops in scores for performance and value for money for some train companies are sparking concern.

The steady improvement of passenger satisfaction in the number of trains arriving on time has slowed or been reversed in parts of the country.

Anthony Smith, Passenger Focus, chief executive said:

“The rail industry needs to re-double efforts to make sure that poor performance is spotted, understood and addressed. Getting trains on time remains the key driver of passenger satisfaction.”

Since the Government re-introduced the full flexibility for train companies to use when setting regulated fares, some ticket prices have soared.

Value for money scores for commuter, leisure and business passengers have dropped.

The next three years will see regulated fares set at inflation plus three per cent.

In addition train companies can alter individual fares by up to an extra five per cent on some routes, as long as the overall rises for particular train companies are balanced by reductions on others.

Anthony Smith continues; “These scores are a salutary reminder of just how much some passengers are paying to use the railway.

“The next three years will see passengers hit by above inflation fare increases – this must be the end of the era of massive fare hikes. Passengers are paying more than their share. It is now up to the industry to reduce its costs.”

London Overground has recorded the highest ever level of overall satisfaction on some routes for a government franchised or concession operation.

Anthony Smith said; “The powerful combination of investment in new trains, stations, visible staff and simple fares is drawing passengers in.

“This is a great result – the challenge is now to maintain this or move even closer to 100% satisfaction.”

It is ‘disappointing to note’, while their overall score remains strong, the drop in passenger satisfaction with ScotRail.

This survey again shows the power of asking passengers what they think of services and then publishing the comparative scores.

Passenger Focus will use this research, working with train companies and Network Rail, to make a difference for passengers.

The overall scores for train companies, when broken down by individual routes, again show wide variations.

There is a 23% difference between the top and bottom performers, with value for money scores showing an even wider variation from 30% to 83%. Satisfaction with punctuality and reliability ranges from 73% to 97%. Satisfaction with getting a seat varies from 52% to 91%.

Anthony Smith said: “The aim should now be to narrow these gaps, so that everyone can enjoy good quality rail services.”