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Passenger Focus has launched the results of its autumn 2007 National Passenger Survey (NPS) which includes the opinions of nearly 28,000 rail users.
Passengers on Arriva Trains Wales reported significant improvements to its performance with an 85% overall satisfaction rating – up 5% on autumn 2006. Passengers said 10 key areas of the Arriva service had improved including frequency of trains, upkeep and repair of the train and the availability of the staff on trains. South West Trains also showed an improvement receiving an 85% approval rating, up 3%.
Maintaining their high passenger satisfaction scores were Gatwick Express (94%), Chiltern Railways (90%) and c2c (89%).
However, the Passenger Focus survey found 63% of passengers are satisfied with the amount of room they have to sit or stand, increasing from 60% on the previous year’s results. Improvements to ticket buying facilities at the station were also recognised with 70% of passengers rating these services as being good, up from 65% in autumn 2006.
The breakdown of results for just c2c can be found below, and the full report can be obtained from Passenger Focus. Only 3 indicators are less that the last survey which was in the Spring of 2007, these are The helpfulness and attitude of staff on train, down 1%; The toilet facilities (on train) down 3% and The cleanliness of the inside of the train down 1%. Slightly more telling are the significant number of indicators which are down from one year ago, including a whopping 8% on How well train company deals with delays! What do you think of these survey results? Please let us know | | sample size | % satisfied or good | % neither/nor | % dissatisfied | TOC type % satisfied or good | % change since spring 2007 | % change since Autumn 2006 | | Overall satisfaction | 984 | 89 | 7 | 3 | 80 | 0 | 1 | | STATION FACILITIES | | | | | | | | | Ticket buying facilities | 592 | 74 | 13 | 13 | 67 | 7 | 2 | | Provision of information about train times/platforms | 929 | 83 | 10 | 7 | 77 | 5 | 1 | | The upkeep/repair of the station buildings/platforms | 908 | 67 | 20 | 13 | 62 | 3 | -4 | | Cleanliness | 952 | 73 | 16 | 11 | 68 | 3 | -2 | | The facilities and services | 836 | 48 | 20 | 32 | 50 | 7 | -1 | | The attitudes and helpfulness of the staff | 785 | 69 | 21 | 10 | 68 | 0 | -2 | | Connections with other forms of public transport | 764 | 70 | 16 | 14 | 74 | 7 | 2 | | Facilities for car parking | 345 | 46 | 15 | 38 | 44 | 3 | -1 | | Overall environment | 988 | 64 | 25 | 11 | 63 | 6 | 0 | | Your personal security whilst using the station | 883 | 58 | 31 | 12 | 60 | 4 | 2 | | The availability of staff | 909 | 61 | 23 | 15 | 56 | 5 | 2 | | How request to station staff was handled | 132 | 83 | 6 | 8 | 82 | 0 | -3 | | TRAIN FACILITIES | | | | | | | | | The frequency of the trains on that route | 972 | 83 | 8 | 10 | 73 | 0 | -1 | | Punctuality/reliability (i.e. the train arriving/departing on time) | 965 | 91 | 5 | 4 | 78 | 2 | 1 | | The length of time the journey was scheduled to take (speed) | 958 | 90 | 7 | 3 | 82 | 2 | 2 | | Connections with other train services | 501 | 77 | 19 | 5 | 71 | 1 | 0 | | The value for money for the price of your ticket | 921 | 44 | 27 | 28 | 41 | 5 | 2 | | Up keep and repair of the train | 978 | 85 | 9 | 6 | 70 | 0 | 2 | | The provision of information during the journey | 904 | 71 | 20 | 9 | 64 | 0 | -3 | | The helpfulness and attitude of staff on train | 351 | 26 | 40 | 34 | 50 | -1 | -2 | | The space for luggage | 732 | 46 | 26 | 28 | 46 | 0 | 1 | | The toilet facilities | 505 | 41 | 31 | 28 | 34 | -3 | -5 | | Sufficient room for all passengers to sit/stand | 968 | 64 | 14 | 21 | 61 | 4 | 3 | | The comfort of the seating area | 966 | 78 | 14 | 8 | 66 | 0 | -2 | | The ease of being able to get on and off | 990 | 82 | 12 | 7 | 76 | 1 | -3 | | Your personal security whilst on board | 903 | 68 | 24 | 7 | 68 | 4 | 3 | | The cleanliness of the inside | 997 | 84 | 9 | 6 | 69 | -1 | 0 | | The cleanliness of the outside | 922 | 81 | 14 | 5 | 67 | 3 | 0 | | The availability of staff | 598 | 13 | 30 | 57 | 30 | 0 | -1 | | How well train company deals with delays | 66 | 37 | 31 | 32 | 33 | 6 | -8 |
Updated 21/01/2008
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