Survey reveals focus is needed on punctuality and reliability

Transport Focus has published its latest passenger satisfaction survey which reveals punctuality and reliability are the most important drivers of overall satisfaction.

Survey punctuality

Credit: @TransportFocus

A relentless focus on punctuality and reliability is needed from train operators, says the independent watchdog Transport Focus as it publishes its latest passenger satisfaction survey. Surveying 5,086 passengers across Great Britain over 12 weeks as part of the online survey between 27 October 2021 and 30 January 2022, Transport Focus’s survey found that passengers rated how satisfied they were with their overall journey, how punctual their service was, the value for money of their ticket and several Covid-related safety measures.

Further analysis of the results shows that satisfaction with punctuality and reliability is the most important driver of overall satisfaction, followed by the level of crowding onboard the train. Rail commuters are almost as satisfied as leisure passengers with the data indicating less crowded trains are improving the commuter experience.

The data found that 72 per cent of passengers were satisfied with the level of crowding, 83 per cent of passengers were satisfied with the punctuality and reliability of their service and 72 per cent of passengers were satisfied with the frequency of services. However, passenger satisfaction for value for money is lower at 63 per cent and passenger satisfaction with information on how busy the train would be was 60 per cent.

The survey also found that the best performing operators tend to perform best on punctuality and reliability and level of crowding. Top of the list with the most satisfied passengers were c2c (95 per cent) followed by London Northwestern Railway (94 per cent) and Great Northern, East Midlands Railway and Merseyrail (91 per cent). For the punctuality and reliability of the service, passengers were most satisfied with Merseyrail (94 per cent), c2c (91 per cent) and Chiltern Railways (89 per cent). Passenger satisfaction with the level of crowding was highest on c2c (82 per cent), Merseyrail (81 per cent) and Thameslink (80 per cent).

“Our latest survey results show a punctual, reliable service will be key to attracting people back to the railway as restrictions ease,” Anthony Smith, Chief Executive of the independent watchdog Transport Focus, said. “Frequent services with enough space on board to meet passenger demand and fares that are good value for money will help ensure rail is an attractive option.”