HomeNewsPassengers give rail a thumbs up in latest survey

Passengers give rail a thumbs up in latest survey


Nearly ninety per cent of rail passengers said they were satisfied with their last journey, according to a new survey by watchdog Transport Focus.

The purpose of the Rail User Weekly Survey is to track traveller satisfaction week by week as they return to using the railways.

Passenger Focus’ survey looks at satisfaction across the regions.

Passengers were asked to rate how satisfied they were with their overall journey, the punctuality of the service, the value for money of their ticket and a range of COVID-related measures.

The survey discovered:

  • 88 per cent of rail passengers were satisfied with their overall journey;
  • Almost two thirds (65%) of passengers were satisfied with value for money of the ticket;
  • Passengers were most satisfied with the time their journey was scheduled to take at 90%;
  • Passengers were least satisfied with the number of people wearing face coverings at 51%;
  • 85% of passengers were satisfied with the punctuality of their train;
  • 13% were actively dissatisfied with the level of crowding on their train journey.
Anthony Smith, Transport Focus.

Chief executive of the independent watchdog Transport Focus, Anthony Smith, said: “As we emerge from the pandemic and passengers return to the railway it’s vital that they get a good service.

“Operators must continue to focus on delivering a reliable service which delivers on their key priorities – a punctual, reliable, clean train, with enough room to sit and stand and value for money fares.”

One passenger said: “The train arrived on time, it appeared clean, there was accurate information available on the train.”

Another complained about the crowding on their service. They said: “The train was packed. No social distancing and I was the only person wearing a mask. I felt very unsafe.”

The weekly survey hopes to provide regular feedback from passengers about the journeys they have made by train. It will provide further insight as more passengers start to travel, in advance of a new rail passenger experience survey launching next year.


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