Chiltern Railways Top for Passenger Satisfaction

ACCORDING to figures released today by the Strategic Rail Authority (SRA),Chiltern Railways continues to have the most satisfied passengers in London & the South East and the West Midlands. The results were published in the latest National Passenger Survey (NPS), covering April to June 2004.

An impressive 88% of Chiltern Railways passengers were very or fairly satisfied with their overall journey in the autumn 2004 survey, compared to 87% in spring 2004. This exceeds the regional average by 14 percentage points and the national average by 12 percentage points. Nationally, Chiltern Railways is second only to Gatwick Express, the airport shuttle service.

Chiltern Railways came top in 13 out of 14 categories for the region and has the most satisfied passengers in Britain in three categories, ticket buying facilities (81% satisfied), overall station environment (81% satisfied) and information about train times/platforms (83% satisfied).

The SRA?s Public Performance Measure (PPM), published at the same time as the survey, shows that Chiltern Railways also ran 91.3% of trains on time, up from 89% the same time last year. This is 6.9 percentage points above the regional average and 8 percentage points above the national average.
Chiltern Railways commercial director Mike Bagshaw commented, ?As demand for our services continues to grow we are committed to continuing to improve our punctuality and quality of services. This year has presented us with a number of challenges, but I would like to thank our passengers for recognising the huge efforts of all of our staff in maintaining a high standard of service throughout and providing a safe, reliable and high quality railway.?