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Open access operators top passenger satisfaction table

Passengers at Barking railway station

Open access operators Grand Central and Heathrow Express scored the highest satisfaction ratings in Passenger Focus’ latest National Rail Passenger Survey.

Both recorded an overall satisfaction rating of 94% in the autumn 2014 survey. The highest-placed franchised operator was Chiltern Railways in third (91%), while three other operators - East Coast, Merseyrail and Virgin Trains - scored 90% in the survey.

At the other end of the scale, lowest-ranked Southeastern suffered an 11% drop in overall satisfaction (to 74%). Govia Thameslink Railway (GTR) and Southern filled the remaining places in the bottom three (both 77%).

The overall satisfaction figure of 81% is a fall from autumn 2013’s 83%, while the percentage of passengers content with punctuality and reliability also fell (79% to 77%).

Long-distance operators fared best of all with a sector average of 86% satisfaction (albeit a 2% fall), while regional operators remained stable with an 84% rating. In London and the South East, passengers were marginally less happy than in 2013, with 80% satisfaction levels.

However, respondents said that provision of shops and catering at stations was better than a year before, and that station facilities have also improved.

  • For more on this story, see RAIL 767, published on February 4. 

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  • David Richardson - 29/01/2015 10:31

    I travel regularly on Grand Central from the North East, fantastic trains (class 43's), great staff and service - well done!

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