Southern Rail has announced that satisfaction levels for its train services are at its highest level for seven years.
These levels are according to an independent survey by watchdog Transport Focus.
Southern Rail satisfaction rose 8 points to 82% in the autumn 2019 survey, with sister company Gatwick Express, also at a seven-year high, at 89%. Thameslink has also risen 4 points, to 82%.
Passengers were reportedly happier with punctuality and reliability. 70% of trains today arrive within 60 seconds of their scheduled arrival time at each station along the route.
Passengers rated staff very highly, reflecting a drive towards more proactive customer assistance.
What did the officials say?
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.”
John Halsall, Managing Director for Network Rail, 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.”
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Responses
And of course Southern are having to replace the Class 171 Turbostars to be cascaded to East Midlands Railway. With some of the Class 377 to have batteries installed for the non-electrified Uckfield and Marshlink Lines. And they can’t decide on whether to replace the Class 455 and Class 313 with Class 458 cascaded from South Western Railway and Class 376 from Southeastern.
And Southeastern wants to replace the Class 376 with the Class 707 and South Western Railway is replacing their Class 455, Class 456, Class 458 and Class 707 with the Class 701. Or Class 455 used on South Western Railway cascaded to Southern. And Class 456 & Class 458 to be sent for scrap. Or to convert the Class 458 to have batteries fitted and Class 456 to be scrapped.