Southern train operator says passengers are happier with service
PASSENGERS are generally more happy with services, Croydon-based rail operator Southern is claiming.
Based on the newly published Autumn 2011 National Passenger Survey, Southern says that while its overall satisfaction rate has remained at 83 per cent, passengers' satisfaction levels have increased in 18 out of the 33 categories.
It has been most successful in "overall environment" and "personal security at stations" categories, where satisfaction has jumped by 6 per cent, compared with the same period in 2010.
But while there has been a 3 per cent rise in "happiness with the frequency of trains", 2 per cent fewer passengers – 78 per cent – are happy with the punctuality and reliability of services.
The company performed worst in the "provision of information on journeys" category, where satisfaction, at 72 per cent, was down 4 per cent on autumn 2010.
Two thirds of passengers said they felt they had enough room to sit or stand but this figure was down from 68 per cent in 2010.
Chris Burchell, Southern's managing director, said the positive results reflected the hard work done by Southern over the past year and the recent investment made across the business.
But he said the operator recognised there were areas where it must improve further and that staff would do their "utmost" to tackle these issues.
Comments
by nicecityboy
Friday, February 03 2012, 11:37AM
“I wonder when these nonsense surveys are conducted?
Surely the best time of day would be either rush hour where the majority of their most frequent customers would be using their services.
They would soon get the response that there is NOWHERE NEAR enough capacity, no space to stand and people are crammed against each other on hot and sweaty trains. Just to rub it in they make these peak services double the price of the off peak - they basically have us all by the b*lls as there is no choice on how to get to work if you work in the city.”