NEWS
Open access operators top the league in National Rail Passenger Survey
The three top train operators for passenger satisfaction are all open access operators, not franchisees
– First Hull Trains,
Heathrow Express and Grand Central.
Passenger satisfaction varies wildly across the country, but the national average has held steady, the latest figures show.
The spring 2014 National Rail Passenger Survey (NRPS), based on 27,000 passenger interviews, shows 82% overall satisfaction rates with their last journey, the same as a year ago.
But broken down by train company,
the findings show
stark differences – from 72% (Southeastern) to 96% (First Hull Trains).
Abellio Greater Anglia and East Coast saw the biggest jumps in passenger satisfaction, while Southeastern, Arriva Trains Wales and c2c saw declines. No other TOC saw statistically significant changes on the spring 2013 survey.
Anthony Smith, Passenger Focus’s chief executive, said: “It is good news that overall satisfaction with Britain’s railways
remains
steady. Congratulations to Abellio Greater Anglia and East Coast for significant improvements. Some other operators have to work hard
to recover passenger confidence after difficult periods.
“Getting trains on time is the key factor underpinning passenger satisfaction while how delays are dealt with is the key factor behind scores for passengers’ dissatis- faction. Better communications during weather-related disrup- tions may have ensured passen- gers’ satisfaction in dealing with delays has held up with some train companies.
“Satisfaction with value for money varies even more widely among operators but, while still low, has increased slightly from 42 to 45%. This is likely to reflect the governments’ decision to bear down on fare rises last year. However, it does vary widely between routes from 29 to 79%.”
The full NRPS report can be downloaded at the Passenger Focus website.
It listed these as its key findings:
• The highest satisfaction ratings went to First Hull Trains (96%), Heathrow Express (94%), Grand Central (94%), Merseyrail (93%) and Chiltern Railways (92%) • Satisfaction with punctuality and reliability remained similar to 2013 at 77% • Two biggest improvements in satisfaction were with value for money of the price of the ticket
Serco has told investors it will de-couple from its rail franchise partner Abellio ahead of the tendering for the Northern Rail franchise.
In March 2014, a 22-month interim franchise agreement was signed by Serco and Abellio to continue operating the Northern
Rail service until February 2016. However, the two companies “will pursue separate paths in respect of the new Northern Rail franchise” when the current franchise expires.
The Merseyrail joint venture with Abellio, which runs until 2028, is unaffected by the decision.
Edinburgh Trams finally in service
The long-awaited Edinburgh Trams system linking the Scottish capital’s airport and city centre finally went live over on 31 May
after a tumultuous few years of delays and disruption.
The final budget was £776m, which was £231m more than planned, despite the size of the network being cut back.
The city council said it “marks the start of a new era for integrated public transport in the city”.
© Danny Lawson & PA Wire The fleet of 27 trams (far more
than needed, as they were ordered before the network size was cut back) was built by Spain’s CAF. Bilfinger Berger was the main contractor for the works in consortium with Siemens, but many other companies worked on the project as subcontractors and suppliers.
Andrew Braddock, chairman of the Light Rail Transit Association, said: “The long and difficult
construction period will quickly be forgotten as Edinburgh’s residents and visitors discover the benefits of a modern tram.”
Lord Andrew Hardie is to lead a public inquiry into the problems that beset the construction, including the disputes between Transport Initiatives Edinburgh Ltd and the main contractor the halted work until a mediation agreement was signed in 2011.
rail technology magazine Jun/Jul 14 | 5
and cleanliness of the outside of the train – both up 3% on spring 2013 • Satisfaction with sufficient room to stand varies widely by route between 52 and 93% • For London and South East passengers,
the biggest
improvements in satisfaction were with helpfulness of station staff, how requests to those staff were handled, value for money of the
ticket price, and the cleanliness of the outside of the train • For long distance passengers, the biggest improvement in satisfaction were with train toilet facilities, and the choice of shops, eating and drinking facilities available (4% increases) • For regional passengers, the biggest improvement in satisfaction was with train toilet facilities (4% increase)
Serco to de-couple from franchise partner Abellio
© Alvey and Towers
© mattbuck
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104 |
Page 105 |
Page 106 |
Page 107 |
Page 108 |
Page 109 |
Page 110 |
Page 111 |
Page 112 |
Page 113 |
Page 114 |
Page 115 |
Page 116 |
Page 117 |
Page 118 |
Page 119 |
Page 120 |
Page 121 |
Page 122 |
Page 123 |
Page 124 |
Page 125 |
Page 126 |
Page 127 |
Page 128 |
Page 129 |
Page 130 |
Page 131 |
Page 132 |
Page 133 |
Page 134 |
Page 135 |
Page 136 |
Page 137 |
Page 138 |
Page 139 |
Page 140 |
Page 141 |
Page 142 |
Page 143 |
Page 144 |
Page 145 |
Page 146 |
Page 147 |
Page 148