January 2019
Featured in this insight: Transport & infrastructure
Survey reveals rail passenger satisfaction at 10 year low: According to the latest National Passenger Rail Survey (NPRS) by Transport Focus, rail passenger satisfaction has fallen to the lowest level since 2007.
The poll, which surveys 50,000 passengers found that overall customer satisfaction had dropped to 79% – which equates to one in five passengers.being dissatisfied.
Twice a year the survey asks passengers to rate their experiences in a number of areas including value for money, the reliability of trains, station satisfaction and how well train companies deal with delays.
The most recent findings show that overall, 46% of journeys were deemed ‘satisfactory’ when considering the price of a ticket – which dropped to less than a third (31%) among regular passengers.
Chief executive of Transport Focus, Anthony Smith, said: “Government and the industry must continue to focus on performance. In the longer term, the government’s rail review must bring about fundamental change.
“Passenger irritation at poor performance erodes their most basic trust in the industry. Passenger frustration at continual fare increases saps confidence in the system to reform itself.
“A better value for money and more reliable railway must arrive soon for passengers.”
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