Publishing the results of the autumn 2014 wave of the National Rail Passenger Survey on January 27, Passenger Focus highlighted 'deepening dissatisfaction' amongst respondents. At a national level, 81% of passengers said they were satisfied with their journey, down 'significantly' from 83% in autumn 2013 (RB1455 p4). According to Passenger Focus Chief Executive Anthony Smith, passenger satisfaction 'is driven by getting trains on time', and many passengers 'are being let down'. He added that 'fare increases, billions in government investment and promises of improvement don't seem to be delivering change on the ground'. In its analysis of the 'key drivers' of the survey results, Passenger Focus says that at 38% punctuality/reliability has the largest impact on overall satisfaction. Similarly, at 54% how an operator deals with delays has the largest impact on overall dissatisfaction.
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