National Passenger Survey Spring 2012

Congratulations to all three TOCs on the Birmingham to London routes for their respective showings in the Spring 2012 National Passenger Survey

Virgin Trains have highlighted the following in their press release Virgin Trains is best in class again:

• highest satisfaction ratings ever achieved by a long-distance rail franchise operator - 91% of passengers ‘satisfied’ or ‘very satisfied’with the service they received
• sixth successive survey in which Virgin Trains has been ranked top of long-distance franchised operators
• highest ratings ever achieved by long-distance rail franchise operators on the following individual aspects of service: 
• speed of journey, 
• connections with other train services, 
• room for passengers, 
• ease of getting on and off our trains, 
• and personal security while on board

LondonMidland's take - Customer Satisfaction With London Midland Higher Than National Average - highlights:

• overall satisfaction with London Midland stands at 87%, compared with 83% for the rest of the industry
• 83% Of passengers are satisfied with the provision of information at London Midland stations against the national average of 81%.
• whilst on 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
• In the category of coping with delays, London Midland’s efforts to improve drew particular praise from Anthony Smith, Passenger Focus chief executive, who said: “Well done to London Midland.... 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%

Chiltern Railways expressed themselves very satisfied at being the top ranked TOC for 'overall satisfaction with the station' and at remaining in the Top 6 TOCs for overall satisfaction once more.