Passenger satisfaction reaches record highs

East Midlands Trains staff celebrate their highest ever passenger satisfaction score.
East Midlands Trains staff celebrate their highest ever passenger satisfaction score.

Passenger satisfaction with the local train service has reached record highs, an independent survey has revealed today.

Transport watchdog Passenger Focus recorded overall passenger satisfaction levels of 89 per cent for East Midlands Trains customers - its highest ever score, up two per cent on last year.

Managing director David Horne said: “We’re really proud to have achieved our highest ever level of passenger satisfaction.

“Our staff are committed to working hard, day in, day out, to provide the best level of service for our passengers and these results are great recognition for their work.

“We are still determined to jeep improving further and hope that our huge station and train investment programme and the continued commitment of our people to provide excellent customer service, will see these results grow and grow.”

The Stagecoach-owned train operator saw an increase in 29 categories, with marked improvements in satisfaction with dealing with delays, station cleanliness and staff attitude.

Despite the overall increase, less than half the surveyed passengers said they were satisfied with ticket prices, which scored three per cent worse than last year.

Passenger Focus recorded record levels of passenger satisfaction across Great Britain, which it has attributed to rail operators acting upon their customers’ complaints.

Passenger Focus chief executive, Anthony Smith, said: “The passenger voice helps to drive change on the railways. It is clear that major improvements are linked to where passengers have spoken, and industry has acted.

“It is critical that industry and government continue listening to what passengers are saying, and basing investment and operational decisions around this.”

“Passengers are saying the quality of rail services is improving. The combination of increased income from fares, government investment and a clearer focus on performance and dealing with disruption is beginning to pay off.

“However, more work needs to be done. Satisfaction on individual routes still varies widely from 76 to 97 per cent. Satisfaction with value for money nudged up by one per cent (to 47 per cent), with individual operators varying between 29 and 75 per cent.”