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Home > About us > South West Trains News > National Passenger Survey results spring 2010

SOUTH WEST TRAINS PASSENGERS REMAIN HIGHLY SATISFIED

Passengers travelling on South West Trains continue to be highly satisfied, according to the latest National Passenger Survey released today by independent transport watchdog Passenger Focus. 

The survey, carried out in Spring 2010, shows that 85% of passengers are satisfied with their journey - the highest ever level of passenger satisfaction at South West Trains on research carried out during the spring.

Passenger satisfaction at South West Trains is also above the national average of 83% and also higher than the London and South East average of 82%.

South West Trains’ rating improved significantly in a number of key areas, including:

• Value for money: there was a 7% year on year increase in the number of passengers who said their South West Trains ticket offered good value for money. This reflects South West Trains’ continued commitment to offering a range of value for money fares, including the budget rail service, megatrain.com.  This service, which offers tickets for just £1 plus 50p booking fee, has now been rolled out to even more locations on the network.
• Personal security: 79% of passengers said they felt safe whilst travelling on train (a 2% year on year increase) and there was also a 2% year on year increase in the number of passengers who felt safe whilst using South West Trains’ stations.  This is a reflection of the significant investment in Rail Community Officers and other measures, which have helped to reduce crime by 15% since the start of the South West Trains franchise.

Andy Pitt, Managing Director for South West Trains, said: “We are pleased with these results, which show a high level of satisfaction amongst our customers. It reflects the continuing hard work of the team at South West Trains to ensure we deliver a reliable railway, backed up by some excellent customer service.

“It is also encouraging to see levels of satisfaction growing in areas such as value for money and personal security, which reflect the improvements we have made.

“We will stay focused on continuing to improve to ensure that satisfaction amongst our passengers continues to grow.”

For a full copy of the Spring 2010 National Passenger Survey, visit www.passengerfocus.org.uk.