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Published on : Friday, July 1, 2016
The National Rail Passenger Survey carried out by Transport Focus shows that in Spring 2016, overall satisfaction rose to 82%, marking a 2% year on year increase. Satisfaction with South West Trains services was 4% higher than the average for train operators in London and the South East. There were improved or maintained satisfaction scores in 30 of the 37 categories.
More than £50million is being invested by South West Trains to improve the service offered to passengers. Improvements include the launch of a new website and app, extra car parking, 100 new Customer Ambassadors to provide a more personalised service at stations, and state-of-the-art ticket machines linked to a new dedicated 24/7 customer contact centre.
The results include notable increases in the following areas:
Arthur Pretorius, Customer Service Director for South West Trains, said: “It’s great to see passengers responding positively to the hard work of our staff and the investments we are making to improve the journeys of our customers. We run one of the busiest rail networks in Europe and overall have one of the most reliable train services in the London and South East region.
“But we know there is more work to do. That’s why we are continuing our £50m investment programme at stations and on our trains, as well as working with the government and Network Rail to tackle overcrowding and improve the track and signalling infrastructure on our network.”
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.
Tags: south west trains