28 June 2012
The percentage of passengers satisfied with the performance of Go-Ahead's London Midland franchise is well above the national average across all train operating companies according to the latest independent research published today (28 June).
In the latest National Passenger Survey (NPS) results for Spring 2012, overall satisfaction with London Midland stands at 87%, compared with 83% for the rest of the industry. The survey, compiled by independent rail watchdog body Passenger Focus, is seen as the barometer for customers’ views on train operating companies. Passenger Focus carries out the extensive survey twice a year.
In addition to overall satisfaction, London Midland is out-performing the national average in a range of other categories. 83% of passengers are satisfied with the provision of information at London Midland stations against the national average of 81%. In another of the most important measures for London Midland, the attitude and helpfulness of staff, the level of satisfaction is two per cent above the national average of 71%.
The investment London Midland has made in new rolling stock has also been recognised by customers. The performance of 84% is well above the national average of 75% and is a massive improvement on the 63% recorded at the start of the London Midland franchise in 2008. This improvement reflects the introduction of new class 172 and 350 ‘Desiro’ trains that passengers on the Snow Hill lines in the West Midlands and on the West Coast route into London now benefit from.
In the category of coping with delays, London Midland’s efforts to improve drew particular praise from Passenger Focus. Commenting, Anthony Smith, Passenger Focus chief executive, said: "Well done to London Midland, Merseyrail and Heathrow Connect, all of whom improved significantly. Particularly impressive was London Midlands’ whopping 17% rise in how they dealt with delays."
London Midland has also improved substantially in two other key categories; passengers’ views on sufficient room for passengers to sit or stand is up eight per cent to 74% since the last survey and satisfaction with the comfort of the seating area on trains is up seven per cent to 80%.
London Midland’s Managing Director Patrick Verwer said: "I am delighted with these results which reflect the hard work put in by London Midland staff. However, we are not complacent and know that there is still room for improvement. All of us at London Midland will continue to identify ways to improve our performance for the benefit of our passengers."
Go-Ahead’s other two franchises Southeastern and Southern achieved an overall satisfaction score of 81% and 80% respectively. Both companies will analyse the results to identify where they need to refocus their efforts to meet customers’ aspirations and so raise satisfaction.