INDUSTRY NEWS
PASSENGERS GIVE STATION IMPROVEMENTS THE THUMBS UP
Passenger satisfaction at seven stations
increased by an average of 30 percentage points following improvement works funded by the National Stations Improvement Programme (NSIP).
Passengers said visual real-time information, staff and toilets were the most important things to have at the station with waiting rooms, information on arrival times and toilets in most need of improvement. These are the findings from a report published by the independent watchdog, Passenger Focus, which measured passenger satisfaction before and after improvements at Balham, Finsbury Park, Gipsy Hill, Halifax, Smitham, Streatham Hill and Uckfield. This research has been done in partnership with Network Rail. Anthony Smith, Passenger Focus chief executive, said:
“Our research clearly shows that passenger satisfaction with stations increases when the money invested in improvements is targeted at the things that matter most to passengers.”
Other findings include:
Passengers said that shelters and waiting rooms were among the most important facilities to have at stations. Following NSIP improvements works they gave much higher satisfaction scores for facilities such as ticket offices, shelters, waiting rooms and station entrances and exits.
More than 70 per cent of passengers said that the overall look and feel of the station had noticeably improved following works.
Many others noticed improvements such as the station buildings (68 per cent), waiting rooms (47 per cent), shelters (34 per cent), platform seating (30 per cent) and station lighting (29 per cent).
More than 20 per cent of passengers noticed that the toilets had improved, showing that overall satisfaction with stations would increase significantly if more work was done to improve toilets at stations.
Other investment in stations is also
paying off. Passenger Focus’s latest National Passenger Survey, published in January 2013, found that following significant investment passenger satisfaction with King’s Cross and Waterloo Station increased by 32 and 11 percentage points respectively.
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