South West Trains pledges to further improve high customer ratings

South West Trains pledges to further improve high customer ratings

South West Trains pledged to do even more to improve customer journeys as the latest National Passenger Survey shows satisfaction with the company’s train services continues to be high.

The survey, carried out by Passenger Focus before the launch of the joint South West Trains/Network Rail Alliance in early May, shows overall customer satisfaction at 83% - higher than the average for train operators in London and the South East.  Only 5% of the passengers interviewed said they were dissatisfied with their service from South West Trains.

Passenger satisfaction with South West Trains increased year on year in a number of areas, including:

•space to sit/stand on the train - up 6%
•space for luggage on the train - up 5%
•safety at stations -  up 4%
•quality of the train fleet - up 3%

South West Trains is currently investing over £100m in a range of improvements for passengers, including better station facilities, additional car parking spaces, fleet refurbishment and provision of better customer information. More than 100 stations on the South West Trains network have now been accredited with secure station status, a scheme led by the British Transport Police to recognise measures taken to improve station security.


Jake Kelly, Customer Service Director for the South West Trains and Network Rail Alliance, commented:  “Feedback from our passengers shows that the majority of our customers are satisfied with our overall service and we are above the average for our sector. But we know we need to work harder to improve in a number of areas.

“The recent launch of the Alliance between South West Trains and Network Rail means we can work together much more effectively. Our primary focus is to reduce delays, deliver better customer service and work more efficiently through a combined management team. 

“We will be using the latest survey results to target the key areas where we can do more to meet the needs of our customers and provide them with a reliable, high quality train service.”

The joint South West Trains/Network Rail Alliance, launched in early May 2012, means that there is now a single senior joint management team with responsibility for both trains and track on the route operating out of London Waterloo in a first for the UK rail industry.

It is aiming to cut delays for passengers, provide better customer service, deliver more effective management of disruption, and improve the efficiency of the railway through more collaborative working and better decision-making. The new alliance is also expected to benefit rail freight operators who use the Wessex route.