Passenger satisfaction across the Southern region has increased, according to the National Rail Passenger Survey published this week.

The survey, carried out by Transport Focus, asked around 30,000 passengers nationally for their views.

St Pancras station was the top-performing Network Rail managed station with a passenger satisfaction score of 96%.

The station is highly regarded for the ‘Upkeep of the station building’ (95%) and connections with public transport (94%).

London Bridge station achieved the second-highest increase year-on-year of any Network Rail station with 7% and an overall satisfaction score of 91%.

Charing Cross station also achieved the fifth-highest increase nationwide with a score of 85% satisfaction.

What did the officials say?

John Halsall, Managing Director for Network Rail’s Southern Region, said:

“We know that the most important thing for passengers is a punctual and reliable journey. These scores reflect the hard work taking place with our partners, the train operators and our efforts in Putting Passengers First.

“We recently devolved greater responsibilities to our teams across the Southern region and this is ensuring closer working between our partners to improve passengers’ travelling experiences.”

Jay Khan, Head of Stations Strategy & Delivery at Network Rail High Speed, which manages St Pancras, said:

“We are delighted with the results of the Autumn 2019 NRPS survey at London St Pancras. The 96% satisfaction score is our best result for five years and is testament to all the hard work that has gone into delivering passenger improvements at the station over the course of the last 12 months.”

Southern and Gatwick Express Managing Director Angie Doll said:

“Our passengers are telling us through this independent survey that we have really turned a corner, with the best satisfaction for seven years.

“Passengers clearly rate our people highly and they are responding positively to the quality of our trains, the free Wi-Fi onboard and our investment in new technology such as smart ticketing. A separate independent survey also shows that trust in Southern has been climbing steadily for two years.

“However, I know we have much more to do, especially with our partners at Network Rail, to further improve punctuality.”

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