Four out of five people satisfied with rail travel
8th July 2008
ATOC
The latest National Passenger Survey (Spring 2008) published today by Passenger Focus finds 80% of passengers satisfied with their rail journey – up from 79% in the same survey last year reflecting train operators’ success in improving train services.
Michael Roberts, Chief Executive of the Association of Train Operating Companies (ATOC), commented:
“With rail travel up by over 60 million journeys in the past year to one of its highest levels ever achieved, more and more people are satisfied with their rail travel experience.
“A major investment programme to benefit passengers is underway and this should continue to drive up passenger satisfaction in a number of important categories.
“For instance, Sheffield, Doncaster and Oxford stations have been improved and the government has announced a £400million investment to transform Birmingham New Street station.
“Across the network, there are more than 20,000 CCTV cameras protecting passengers and train operators annually invest well over £100 million to fund the British Transport Police. Over the past few years more than £5 billion has been spent on 5,500 new and refurbished train carriages.”
Significant improvements in passenger satisfaction were achieved at stations, with:
Michael Roberts added: “ATOC looks forward to working with Passenger Focus on the further work recently requested by the Secretary of State to understand better customer perceptions of value for money.
“Train operators and Network Rail continue to work hard to improve the railway for passengers. With punctuality levels now at a near all-time high and 80% of rail journeys made on discounted tickets, we need to understand why value for money ratings are not reflecting those improvements.”
Michael Roberts, Chief Executive of the Association of Train Operating Companies (ATOC), commented:
“With rail travel up by over 60 million journeys in the past year to one of its highest levels ever achieved, more and more people are satisfied with their rail travel experience.
“A major investment programme to benefit passengers is underway and this should continue to drive up passenger satisfaction in a number of important categories.
“For instance, Sheffield, Doncaster and Oxford stations have been improved and the government has announced a £400million investment to transform Birmingham New Street station.
“Across the network, there are more than 20,000 CCTV cameras protecting passengers and train operators annually invest well over £100 million to fund the British Transport Police. Over the past few years more than £5 billion has been spent on 5,500 new and refurbished train carriages.”
Significant improvements in passenger satisfaction were achieved at stations, with:
- ticket buying facilities (up 4% to 71%)
- overall station environment (up 3% to 63%)
- personal security (up 4% to 61%)
- connections to other train services (up 2% to 70%)
- the amount of room available for passengers to sit/stand (up 3% to 62%).
Michael Roberts added: “ATOC looks forward to working with Passenger Focus on the further work recently requested by the Secretary of State to understand better customer perceptions of value for money.
“Train operators and Network Rail continue to work hard to improve the railway for passengers. With punctuality levels now at a near all-time high and 80% of rail journeys made on discounted tickets, we need to understand why value for money ratings are not reflecting those improvements.”
