Press releases

Passengers criticise First Great Western

24.01.2008

First Great Western passengers have rated the operator’s service as being the worst in the country, latest national research reveals.

The independent rail watchdog’s National Passenger Survey (NPS) for autumn 2007 launched today shows only 74% of customers were happy with the First Great Western service, compared with the GB average of 81%.

The findings also follow this week’s announcement that First Great Western (FGW) will double the compensation required under the Passenger Charter and will freeze its 2008 ticket prices because of its poor performance in 2007. Only 65% of passengers said FGW trains ran on time, compared with 73% in autumn 2006. There is a strong correlation between punctuality and passenger satisfaction and improving performance in this area should be a number one priority for FGW if it is to regain the support of passengers.

Passenger Focus’ research revealed nine key areas of the FGW service had dropped in quality in the eyes of its customers. These included the helpfulness and attitudes of staff on the train, which decreased from 67% to 58%, the lowest rate for over four years.

The operator did improve its rating in the area of ticket buying facilities up 8% to 72%.

Passenger Focus’ findings provide a network-wide picture of customers’ satisfaction with rail travel and it is the largest survey of its kind, with it receiving input from nearly 28,000 rail users in autumn 2007. Passengers rate each of the train operating companies on both station and train facilities provided.

Anthony Smith, Passenger Focus chief executive commented: “Passengers’ assessment of First Great Western’s poor performance comes in the wake of fare increases introduced in the new-year and their feedback should be a serious wake-up call.”

The survey was conducted at around 650 stations between 1 September and 9 December 2007.

Notes to editors

Aspects of rail travel that passengers say have become worse on First Great Western:

	% satisfied or good	% change
Overall satisfaction	74	-3
The frequency of the trains on that route	69	-5
Punctuality/reliability	65	-8
Upkeep and repair of the train	65	-4
The provision of information during the journey	55	-4
The helpfulness and attitude of staff on the train	58	-9
Space for luggage	49	-4
Comfort of the seating area	64	-6
The availability of staff on the train	39	-4
How well the company deals with delays	30	-7

Aspects of rail travel passengers say have improved:

National ratings – issue	% satisfied or good	% change
Ticket buying facilities            at the station	72	+8

1. Full results of the Autumn 2007 wave of the National Passenger Survey are available to download from National Passenger Survey Autumn 2007

- Over 25,000 passengers are surveyed for each wave of the National Passenger Survey. Two waves (spring and autumn) are conducted each year
- The National Passenger Survey provides a network-wide picture of passengers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of passenger journeys
- Passengers’ overall satisfaction and satisfaction with 30 specific aspects of service can therefore be compared over time
- Fieldwork took place between 1 September and 9 December 2007
- Ratings for each individual Train Operating Company are available, as well as ratings for each sector, i.e. London and the South East, long distance and regional operators.
2. Passenger Focus is the official, independent consumer organisation representing the interests of rail users nationally. Created by the Railways Act 2005, Passenger Focus is the operating name of the Rail Passengers Council. It is a body corporate, executive non-departmental public body sponsored by the Department for Transport. We want to make a difference for rail passengers. We’ll do this by:
- providing authoritative advice for the industry based on sound research
- securing improvements to rail services – both big and small-scale improvements
- helping passengers with advice and information
- campaigning for change and acting on passenger complaints
3. Media enquiries regarding this release should be addressed to:

Krista Hamblin
Press Officer
Telephone: 0870 336 6020
E-mail krista.hamblin@passengerfocus.org.uk

OR

Amy Stockton
Head of Communications
Telephone: 0870 336 6020
E-mail: amy.stockton@passengerfocus.org.uk