Customer satisfaction with South West Trains increases in latest independent survey

Published on : Thursday, January 28, 2016

South West TrainsCustomer satisfaction with train services on the South West Trains network has increased, according to new independent data issued today.

Watchdog Transport Focus found overall satisfaction was at 81%, a 1% year on year increase, with improved or maintained results in 30 of the 37 categories.

The results, which follow significant investment by the company in its services, include:
Stations – satisfaction up 4% to 80%

Car parking facilities – satisfaction up 2% following the introduction of 2,000 extra spaces across the network, with plans for a further 1400 spaces

Ticket buying and waiting shelters – both rated highly by customers at 1% and 3% respectively

Trains – overall satisfaction up 2%
Train frequency – satisfaction up 3%, with a new timetable introduced in December 2015 delivering more seats, longer trains and new services on a number of routes. A project to roll-out 108 extra refurbished carriages across the busiest parts of the network is now virtually complete, providing space for more than 22,000 extra customers.

Arthur Pretorius, Customer Service Director for South West Trains, said: “It’s good news that customer satisfaction with our services has increased. This is a credit to our employees who work hard to deliver the best service for our customers.

“We are continuing to make major investment to improve our stations and trains, and today’s results are a clear sign that this is starting to have a real impact on our customers’ journeys.

“Over the next year, we will be investing around £50 million in a range of customer benefits, with the introduction of new customer ambassadors to deliver a more personalised service, the roll-out of 170 new easy to use ticket machines, extra car parking spaces at key stations and new technology to make it easier for customers to travel with us.”

In partnership with Network Rail, South West Trains will also be delivering some of the biggest improvements on the network in decades which will boost peak-time capacity by 30% by May 2018. The plans include a £210m fleet of new trains to be introduced from 2017 and major improvements to London Waterloo, Europe’s busiest station.


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