Press releases

National Passenger Survey Spring 2008

08.07.2008

The majority of Great Britain’s passengers (80%) are satisfied with their train journey, the independent national rail watchdog has revealed.

Passenger Focus today launched the results of its Spring 2008 National Passenger Survey (NPS), which includes the opinions of more than 25,000 rail users.

First ScotRail passengers reported significant improvements to its performance with an 88% overall satisfaction rating – up 5% points on Spring 2007. Passengers said four key areas of the service had improved including ticket buying facilities at the station, the availability of staff and the upkeep and repair of the station buildings and platforms.

Maintaining their high passenger satisfaction scores were Gatwick Express (93%), Heathrow Express (92%), Chiltern Railways (89%) and Merseyrail (88%).

However, passenger satisfaction scores for operators of long distance journeys - Cross Country, East Midlands, First TransPennine Express, National Express East Coast and Virgin - were worrying. Although 83% of passengers said they were happy with the service received overall on long distance journeys, scores had plummeted 4% points.

Anthony Smith, Passenger Focus chief executive, said: “Satisfaction with station and train facilities from long-distance operators dropped across the board and the five operators should see these scores as a red alert.

“Likewise, the value for money offered by all train companies remains a primary concern for more than half of the passengers we surveyed. And, with our research showing that value for money is passengers’ number one priority surely this must be addressed by the industry?”

Nationally, train operators scored low on how well they dealt with delays (34%), toilet facilities (35%) and the availability of staff on stations (56%).

Passengers noted improvements to ticket buying facilities up 4% points to 71% points and personal security at stations increasing from 57% to 61%.

The survey also highlighted some interesting demographical variations with more women being satisfied with their journeys than men. Only 76% of 16-34 year olds reported being satisfied compared to 88% of passengers aged 55 and over. This could be an indicator of the type of journey that this group tend to make, if we then compare the type of journey made - 87% of leisure travellers are satisfied with only 73% of commuters saying they receive an adequate service.

Passenger Focus’s findings provide a network-wide picture of customers’ satisfaction with rail travel and it is the largest survey of its kind. Passengers rate each of the train operating companies on both station and train facilities provided.

The survey was conducted at about 650 stations between January and March, 2008.

Notes to editors

Aspects of rail travel that passengers say have become worse:
National ratings	% satisfied or good	% change
Facilities and services at stations	48	-2
Facilities for car parking	43	-2
The helpfulness and attitude of staff on the train	58	-4
Aspects of rail travel passengers say have improved:
National ratings	% satisfied or good	% change
Ticket buying facilities	71	+4
Provision of information about train times/platforms	77	+1
The upkeep and repair of station buildings and platforms	62	+2
The overall station environment	63	+3
Personal security whilst using the stations	61	+4
Punctuality/reliability of the train	79	+2
The length of time the journey was scheduled to take	83	+2
Connections with other train journeys	70	+3
Information provided during the journey	65	+ 1
Space for luggage	49	+2
Sufficient room for all passengers to sit/stand	62	+3
The ease of being able to get on and off	76	+1
The cleanliness of the outside of the train	66	+1

1. Passenger Focus’ latest National Passenger Survey results are available by following the link below:
National Passenger Survey Spring 2008

- 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
- 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 non-departmental public body sponsored by the Department for Transport. We want to make a difference for rail passengers. We 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
0870 336 6021/07918 626 045
krista.hamblin@passengerfocus.org.uk