Press releases

National Passenger Survey Autumn 2008

28.01.2009

Record numbers of passengers are satisfied (83%) with their train journey, the independent national rail watchdog has revealed. Passenger Focus today launched the results of its Autumn 2008 National Passenger Survey (NPS), which includes the views of more than 26,000 rail users.

Importantly, passenger satisfaction has improved with punctuality and reliability (up 2% to 81%) which passengers say is among their top priorities. However, the survey shows there has been little headway in improving passenger views on value for money with only 46% saying they are satisfied. Even fewer numbers of passengers reported that they are satisfied with the way train companies deal with delays (37%), prompting the watchdog to call for urgent improvements.

In the south west, First Great Western passengers reported significant improvements to its performance over the past 12 months with an 80% satisfaction rating in the latest results, up seven points. London Overground improved overall and showed increased satisfaction in over half the train and station factors reported.

Passengers say Heathrow Express (93%), c2c, Chiltern Railways, ScotRail and Merseyrail, which all received 90% satisfaction ratings, continue to be top performers.

Across Great Britain, passengers’ satisfaction with car parking facilities declined from 46% to 44%, while train toilets (36%) and the availability of staff on the train (40%) continue to score poorly.

Anthony Smith, Passenger Focus chief executive, said: “It is ironic that just when rail passengers are giving most of the industry good satisfaction ratings the economic situation has turned attention to service cuts and staff reductions. Passengers are now paying higher fares and expect good quality services – undermining these ratings would be short-sighted and counter-productive.”

ends

Notes to editors

1. Full results of the Autumn 2008 wave of the National Passenger Survey are available to download from Autumn NPS 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
- Fieldwork took place between September and 15 November 2008
- 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
0300 123 0821/07918 626 045
krista.hamblin@passengerfocus.org.uk