Network Rail welcomes publication of independent safety report

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

‘’Record levels of passenger satisfaction reflect train operators’ commitment to providing the high quality services that passengers expect and deserve.

“The survey shows there has been recognisable improvements in a whole range of areas, from the helpfulness of staff, to how comfortable and safe passengers feel when travelling by train.

“None of the national indicators have gone down, which is a testament to the hard work of train operators and their staff in providing an ever improved service. But train companies are not complacent and will continue to focus on giving passengers what they want, especially in areas where satisfaction is lower.

“The significant improvement in the survey score on value for money is particularly welcome and is a sign that passengers have been responding well to the good value deals which operators make available.”


The survey shows:

- 84% of passengers are satisfied with their journey overall, sustaining the record levels reached in Spring 2010. 10% said they were neither satisfied nor dissatisfied and just 6% of passengers said they were dissatisfied.

- Specific areas with the highest levels of satisfaction are the punctuality and reliability of trains (82% satisfied) and the provision of information about train times on platforms which 81% express satisfaction with. 85% expressed satisfaction with how station staff handled requests.

- Areas where passenger satisfaction has risen most include value for money. 49% are satisfied (as compared to 48% of passengers in Spring 2010 and 45% in Autumn 2009) with 22 % neither satisfied nor dissatisfied and 29% dissatisfied).

- Other areas of improvement include how well operators deal with delays which has gone up 5% to 40% satisfied (with 37% neither satisfied nor dissatisfied and 24% dissatisfied) and satisfaction at station upkeep that has risen by 2% to 66% overall.