Train companies respond to National Passenger Survey

In response to the publication of the latest National Passenger Survey showing record levels of customer satisfaction (84%), Michael Roberts, Chief Executive of the Association of Train Operating Companies (ATOC), said:

“Record levels of overall passenger satisfaction reflect operators’ commitment to providing the high quality services that people expect and deserve. Passengers are as satisfied with their overall service now as they have been at any time since these surveys began.

“There have been improvements in a number of areas when compared to spring last year, including the upkeep of stations and the information provided during passengers’ journeys. Although satisfaction with reliability and punctuality remains high, a drop in the score is likely to reflect disruption caused by heavy snowfall during a particularly tough winter.

“However, the survey also shows where improvements are needed. Value for money scores have fallen back albeit in comparison to a significant improvement this time last year. Train companies have responded to tough economic times by significantly increasing the availability of very cheap Advance fares but will continue to work hard to make sure that a range of fares to suit all passengers go on sale.

“With the Government’s decision to increase regulated fares, train companies understand that it is more important than ever to continue to provide passengers with high quality services. The Government is working with the railways to cut costs but in the meantime it has decided to allow a rise in fares to ensure investment in extra trains, better stations and faster services can continue.”