Press releases - Rail, bus, coach and tram

Official Statistics National Passenger Survey release

22.06.2010

Passenger Focus has published Official Statistics on passenger satisfaction with rail travel from the National Passenger Survey for spring 2010.

• Nationally the percentage of passengers satisfied with their journey overall was 83%. This is significantly up (+2%) compared to Spring 2009 (when 81% of passengers were satisfied). 83% of passengers were satisfied overall with their journey in Autumn 2009
• At a national level, the proportion of passengers satisfied with punctuality/reliability was 82%. This is significantly up compared to Spring 2009 when 80% were satisfied
• The percentage of passengers satisfied with most train and station factors at a national level was generally up or unchanged compared to Spring 2009. Satisfaction with 14 service areas improved (the rest were unchanged, except for one decline)
• The proportion of passengers satisfied with value for money for the price of their ticket nationally was 48%. This was significantly up compared to Spring 2009 when 40% of passengers were satisfied. Satisfaction with sufficient room for all the passengers to sit/stand significantly improved (up 2%) to 68% satisfied (66% in Spring 2009)
• For London and the South East operators 82% of passengers were very or fairly satisfied overall, significantly up compared to Spring 2009 (when it was 80%). The percentage of passengers satisfied with most train and station factors was generally up or not significantly different compared to Spring 2009. Satisfaction improved for 14 factors (with one decline)
• For the long distance operators the proportion of passengers who were very or fairly satisfied overall was 87% (2% up compared to Spring 2009 when it was 85%). Passenger satisfaction for the various train and station factors was mostly unchanged compared to Spring 2009, but satisfaction improved for eight factors. Satisfaction did not decline for any factors
• For regional operators 88% of passengers were very or fairly satisfied with their journey overall, not significantly differently compared to Spring 2009. 86% were satisfied in Spring 2009 for satisfaction overall. 88% is the highest percentage ever recorded. For most service areas passenger satisfaction was unchanged compared to Spring 2009, but satisfaction improved for five factors and declined for one
• Comparing the percentage of passengers satisfied for individual train operating companies (TOCs) with Spring 2009, five significantly improved (East Midlands Trains, London Midland, Southeastern, Southern and Virgin Trains), and none have significantly declined. 16 TOCs have had no statistically significant changes in their overall satisfaction results compared with Spring 2009. Two other TOCs joined the survey for the first time in Autumn 2009
• The lowest ratings for overall satisfaction were given to London Overground (72%), First Capital Connect (76%), National Express East Anglia (77%), Southeastern (81%) and Northern Rail (82%)
• The highest ratings for overall satisfaction were achieved by Wrexham & Shropshire (99%), Grand Central (94%), Merseyrail (93%), Heathrow Express (93%), c2c (91%) and Chiltern Railways (91%).

Notes
  
1. Passenger Focus's latest National Passenger Survey results are available from Spring 2010

- Over 31,000 passengers were surveyed in the spring 2010 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
- The spring 2010 survey took place between 24 January and 29 March 2010.

2. Passenger Focus is the independent national consumer watchdog for Britain’s rail passengers and England’s bus and coach passengers. Our mission is to get the best deal for Britain's passengers. 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.

3. For further enquiries about the National Passenger Survey please telephone 0300 123 0837 or email: david.greeno@passengerfocus.org.uk