Eight out of 10 passengers ‘satisfied’, says National Rail Passenger Survey

Eight out of 10 passengers are satisfied with rail travel according to the latest National Rail Passenger Survey (NRPS), released by Transport Focus (TF) today.

The headline figures show that for overall satisfaction, 72% of commuters are ‘satisfied’, 78% of London and the South East are ‘satisfied’ and that overall 80% are ‘satisfied’.

The figures are lower regarding punctuality, with commuters 61% satisfied against a national total of 73%. In London and the South East the figure is 70%.

TF Chief Executive Anthony Smith warned of pressures on the network: “Many passengers are feeling the strain. As passenger numbers rise and welcome investment is put in place some passengers are having a difficult time with delays and cancellations making journeys stressful. Simply getting on a train has become a struggle for some.

“Passengers’ main need is for a reliable railway. Our latest NRPS results, in London and the South East in particular, clearly show that for many this is not happening right now. Passengers want their reliable railway back,” said TF Chief Executive Anthony Smith.

Rail Delivery Group Managing Director of Customer Experience Jacqueline Starr acknowledged TF’s concerns, saying: “We know that there is more to do to keep improving and to give passengers the excellent services they expect. Our customers must be at the heart of everything we do.

“With ever-growing demand for rail, large parts of the railway are full. That’s why billions of pounds are being spent to provide much-needed extra capacity and more reliable, modern services which meet our customers’ needs.

“Everyone in the railway is working hard to create a bigger, better railway for Britain and to make passengers’ journeys better from start to finish.”

• For much more on the NRPS, read RAIL 805, published on July 20.