The autumn 2011 rail National Passenger Survey results was published yesterday. Wide variations around the country – different routes showing markedly different passenger experiences. Values for money scores veer from a very mediocre 27% to a not bad 80%. Satisfaction with punctuality and reliability ranges from 68% to 97%.
These scores really show where investment and energy now needs to be focused to bring the overall passenger experience up to a median level.
London Overground and Merseyrail have done well for significantly raising their game. Also First Capital Connect should be encouraged by reaching 80% satisfaction. Go and have a look at the results on our website. Forget what the pundits and talking heads say – this is what passengers think about Britain’s railway.
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I'm a regular traveller with Southern and FCC and have no idea how they score so highly at 83% and 80%.
ReplyDeleteI know about 30 people who like me travel regularly on both services. On that basis at least 24 should be satisfied - actual number is 0.
I suppose it depends what you mean by satisfaction and how you collect the information, but there are many incredulous passengers wondering how you make up these numbers.
It probably doesn't include any of the regular passengers on the 7:51 from Redhill to London Bridge rammed against the doors for 40 plus minutes the 30 minute journey takes.
Or the passengers squeezed tightly together on the too small seats in the FCC trains
I suspect because of the overcrowding on peak services you mostly survey off-peak passengers, I wonder what the result would have been if you got 30 passengers off the 7:51 above
I an surprised how well south west trains have done as over the last 4 months the train service is a joke always late complete lact of information and no staff.I travel at different times of the day and it does not matter if i catch the 1st train of the day or mid morning or late afternoon it is the same, no information on late running short formed trains
ReplyDeleteSOME sections of the railway are a lot less reliable than others.Recently I have had cause to observe running & performance on two close but vey different parts of what used to be BR
ReplyDeleteThe ex-LTS lines have only two tracks from Barking to Fenchurch Street, their rush-hour services have skip-stops to spread the load, and trains also using the intermediate loop via Ockendon ....
ALl trains running within less than a minute of "time", every time, with between 3 & 4 minute headways in the peak (!)Then there's the ex SER services via Dartford.
On four separate normal working days, not ONCE was there a complete or on-time service.
Broken down trains, "points failures" cancellations, no trains running within 4 minutes of time ... and the absolute calssic a supposedly 10-car from Hayes, which was a "5", which ran through Waterloo East without stopping (caused hilarity on the platforms, anyway!)
This level of gross incompetence has to be stopped, and soon.
The Thameslink half of FCC is not deserving of an 80% satisfaction rating, that's for sure!
ReplyDeleteScores for x-country show just how appalling this service is, *especially* if you're travelling long-distance. Filled in one of these forms before - though Anthony, take note it didn't really let me give the feedback I wanted to (and I speak as a research professional). The good scores for Merseyrail I think are right - commute almost daily on this operator and 95% of the time it is very good indeed (they're only bad at dealing with things going wrong).
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