24/01/2008
Passengers' overall satisfaction with Stagecoach Group's South West Trains services has reached an all-time high and is significantly above the national average, according to latest official figures.
Figures contained in the newly-released National Passenger Survey Autumn 2007 show that overall satisfaction with South West Trains jumped 3% to 85%*, which is 4% higher than the national average.
It is the highest passenger overall satisfaction rating achieved so far by the company, which is investing millions of pounds in delivering a safe, punctual and reliable service.
Stewart Palmer, South West Trains' Managing Director, said: "I am extremely pleased with the continued progress we are making as a company and this survey is our most valuable feedback from the people who matter most – our passengers.
"Of course, there are a few areas which need more improvement then others and I would like to assure our passengers that we will continue to improve their journey experience with us. I would like to thank every single South West Trains' employee for their hard work in helping us achieve this result."
The main improvements include satisfaction with facilities for car parking, which has increased by 4% (44% to 48%) following continued investment by South West Trains in creating additional spaces across the network.
Satisfaction with ticket buying facilities increased by 2% (63% to 65%) after the introduction of new ticket vending machines (TVMs), which are proving to be a popular choice for passengers. By the end of 2008, every mainline station on the South West Trains network will have at least one TVM.
Passengers felt that their overall environment to catch a train has improved – up 2% (66% to 68% - while satisfaction with personal security at stations has increased by 1% (64% to 65%).
Customer satisfaction with the value for money of tickets has increased by 4% (38% to 42%).
South West Trains is still leading the way in punctuality and reliability, with its passenger satisfaction rating 4% above the London and South East average.
ENDS
For further information, please contact:
South West Trains’ Press Office on 020 7620 5229
email: steven.stewart@stagecoachgroup.com
NOTES TO EDITORS
Stagecoach Group
Stagecoach Group is a leading international public transport group, with extensive operations in the UK, United States and Canada. The company employs around 30,000 people, and operates bus, coach, rail, and tram services.
Stagecoach operates the South Western rail franchise, which includes the South West Trains and Island Line networks. South West Trains, the UK's biggest commuter rail network, runs nearly 1700 trains a day in the south-west of England out of London Waterloo. South West Trains was named Fleet Maintainer of the Year in September 2007 at the National Rail Awards. Island Line, on the Isle of Wight, has been designated a Community Rail Partnership.
Stagecoach also operates East Midlands Trains, which runs high-speed long distance services from London St. Pancras to Sheffield, Derby and Nottingham. It also operates regional services between Nottingham and Derby – Lincoln – Cleethorpes – Skegness, and between Derby and Crewe - Matlock and Norwich and Liverpool.
In addition, Stagecoach has a 49% shareholding in Virgin Rail Group, which operates the West Coast inter-city rail franchise.
Stagecoach is Britain's biggest tram operator, running networks in both Sheffield and Manchester. The Group operates the Supertram network in Sheffield, a 29km tram system incorporating three routes in the city. Stagecoach Group also operates and maintains the 37km Manchester Metrolink tram network on behalf of Greater Manchester Passenger Transport Executive.
National Passenger Survey
The National Passenger Survey (NPS) includes the opinions of nearly 28,000 rail users. It was conducted at about 650 stations between September 2007 and the end of November 2007.* This is comparing autumn 2007 with the autumn 2006 survey.
