Customer satisfaction for Thameslink services is at its highest level of 83% since 1999 when the survey began.

This is down to new trains, better information, punctual services and more helpful staff, according to the Transport Focus National Rail survey.

Southern has also seen an increase of 7 points to 72%.

Great Northern and Gatwick Express have dropped to 77% and 81% respectively.

Features of the survey for Thameslink:

• The highest-ever overall satisfaction for Thameslink of – 83%, which is up 10 points
• The highest-ever overall train satisfaction of – 85% which is up 13 points
• Information provided during the journey – 84% which is up 33 points
• Satisfaction with punctuality and reliability – 73% which is up 17 points
• Satisfaction with the way Thameslink staff help passengers asking for information – 93%

Features for Southern:

• Overall satisfaction for Southern – 72% which is up seven points
• Satisfaction with punctuality and reliability – 57% which is up 13 points
• Satisfaction with stations – 78% which is up 4 points
• Satisfaction with the way Southern staff help passengers asking for information – 86% which is up 9 points
• Satisfaction with service information provided – 80% which is up 7 points

Features for Great Northern:

• Satisfaction rate with the way Great Northern staff help passengers asking for information – 91%, which is up five points
• Information provided to passengers – 61%, which is up 13 points

Features for Gatwick Express:

• Usefulness of information provided during delays – 48%, which is up 24 points
• Satisfaction with the availability of staff – 65%, which is up 5 points
• Satisfaction with ticket buying facilities – 64%, which is up 8 points

What did the officials say?

GTR’s Chief Operating Officer Nick Brown said: “More passengers than ever before are saying they are satisfied with our Thameslink service thanks to the hard work our staff, new spacious trains, and our focus on punctuality and customer service. On Southern, after last year’s intense period of industrial action, our services are improving and we are determined to build on that.

“This May, we’ll be improving the service further through our RailPlan 20/20 modernisation programme. We’ll have longer trains on Thameslink and more new trains on Great Northern. A brand new timetable in May will make Southern more reliable and add another 80 stations to the cross-London Thameslink route, creating capacity for up to 40,000 extra passengers into London.

“GTR was created to bring together and transform four of the busiest rail routes in the UK. Our network is not directly comparable to any other because it is undergoing one of the biggest change programmes ever seen in the UK.”

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