You are here: Home - Household Bills - News -

Rail satisfaction up but value for money disappoints

0
Written by: Paloma Kubiak
28/01/2020
Overall customer satisfaction with train journeys has increased but less than half of passengers are happy with the value of their ticket, a major survey reveals.

The latest National Rail passenger survey which sought the views of 28,000 users revealed that 82% of travellers were satisfied with their journeys in autumn 2019.

This is up three per cent on figures recorded in the previous year, according to independent watchdog Transport Focus.

Great Northern, ScotRail, Great Western Railway, Southern, Greater Anglia, TransPennine Express,  Thameslink and London Overground were all rated as having improved but passengers of West Midlands Trains and Virgin Trains reported a decline in satisfaction.

However, while overall passenger satisfaction edged up from its lowest level in a decade as of autumn 2018, the group said dire performance continues for many as passengers still can’t rely on their train service.

Northern, West Midlands Trains, South Western Railway and TransPennine Express passengers face unacceptable continued disruption and uncomfortable journeys.

Chief executive of Transport Focus, Anthony Smith, said: “Passengers tell us that their biggest priority is rail services they can rely on to actually get them to work or home on time. Until train companies and Network Rail can consistently deliver on their promises across the country satisfaction will continue to vary.

“In the meantime passengers hit by poor performance must make their voice heard and claim Delay Repay compensation.”

The research shows value for money results “remained disappointing”. Less than half of passengers are satisfied with the value of their ticket nationally, dropping to one in three for commuters.

Smith said: “Passengers have suffered years of above-inflation fare rises, exceeding average wage rises, and calculated using the discredited Retail Price Index measure. This does nothing to restore passenger trust in the industry.”

The best and worst performers

Overall satisfaction: 

Top – Heathrow Express (96 per cent), Grand Central (94 per cent), Hull Trains (92 per cent), Merseyrail (91 per cent), and Chiltern Railways (90 per cent).

Must do better – Northern (72 per cent), West Midlands Trains (73 per cent), South Western Railway (74 per cent), TransPennine Express (79 per cent), and Transport for Wales (79 per cent).

Punctuality/reliability: 

Top – Heathrow Express (95 per cent), Grand Central (90 per cent), and Merseyrail (91 per cent).

Bottom –  West Midlands Trains (60 per cent – a drop of 15 percentage points), South Western Railway (63 per cent), and Northern (65 per cent).

Value for money: 

Top – Grand Central (75 per cent), Merseyrail (67 per cent), Hull Trains (65 per cent) and Virgin Trains (64 per cent).

Bottom – South Western (34 per cent), Southeastern (39 per cent), Thameslink (42 per cent), Great Northern (42 per cent), and Greater Anglia (43 per cent).

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

The savings accounts paying the most interest

It’s time to get your finances in shape for summer, and moving your cash savings to a higher paying deal is ...

Everything you need to know about being furloughed

Few people had heard of ‘furlough’ before March 2020, but the coronavirus pandemic thrust the idea of bein...

The experts’ guide to sorting out your personal finances in 2021

From opting to ‘low spend’ months to imposing your own ‘cooling-off period’, industry experts reveal t...

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week

Read previous post:
neil woodford
Trapped Woodford investors find out details of first payment

Investors trapped in disgraced Neil Woodford’s former flagship fund have today received details of how much money they’ll get back...

Close