Hull Trains has topped passenger watchdog Transport Focus’ Autumn 2015 National Rail Passenger Survey, with 97% of passengers claiming to be satisfied with their experience.
Other non-franchised train operators also did well, with Heathrow Express scoring 95% and Grand Central 93%. Of the franchised operators, Merseyrail topped the table with a satisfaction rating of 93%, followed by Chiltern and Virgin Trains West Coast on 91% and ScotRail on 90%.
The biggest increase in satisfaction compared with a year ago was recorded by Transport for London Rail (up nine percentage points to an 85% rating), followed by First Hull Trains and ScotRail.
Only two operators experienced a decline in their rating. The rating for Gatwick Express (now part of Govia Thameslink Railway) fell by eight percentage points to 80%, while East Midlands Trains’ rating fell from 88% to 84%.
On a national level, Transport Focus says the slight increase in satisfaction to 83% (compared with a year previously) has “started to reverse previous declines”. However, it warns that performance is variable.
While on average 83% of passengers claimed to be satisfied with their experience, for commuters that figure falls to 76%. By contrast, 85% of business and 90% of leisure travellers say they are satisfied. And passengers are pleased with their trains and journey times, with 81% and 83% happy with those aspects of their journeys.
- For more on this, read RAIL 793, published on February 3.