Southern trails in customer satisfaction survey again – but Thameslink on the up

Posted On 30 Jan 2018 at 11:22 am

Passenger satisfaction with train company Southern has risen from 65 per cent to 72 per cent but it remains the poorest performer in the twice-yearly Transport Focus survey.

Southern overcrowding by Stuart on Twitter


Southern’s satisfaction rating compares with a national average of 81 per cent, according to the watchdog, which asked 27,000 people about their journeys across the country.

Commuters travelling on Southern were the least satisfied, with just 64 per cent happy with the service.

However, Thameslink passengers recorded their highest ever satisfaction rating since the survey began in 2013, with 83% saying they were satisfied with their journey.

The results echo the findings of research carried out by the consumer group Which? and published earlier this month.

The Transport Focus survey was carried out in the autumn before the latest fare rises put prices up by 3.4 per cent on average – the biggest rise in five years.

The passenger group found that, nationally, just 33 per cent of commuters were satisfied that their journey was value for money. The result was mainly down to poor reliability and punctuality.

Transport Focus chief executive Anthony Smith said: “For passengers it’s all about performance. These value for money scores reflect patchy reliability.

“In London and the South East, Southern, Thameslink and Southeastern passengers have felt performance pick up.”

But, he added: “Train companies and Network Rail need to keep to their basic promises and deliver a relentless focus on day-to-day performance and better information during disruption.”

Grand Central topped the satisfaction table at 96 per cent, followed by Hull Trains (95 per cent) and Virgin Trains East Coast (92 per cent).

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