Arriva recognized for improved passenger satisfaction in U.K.

Published on : Friday, January 24, 2014

arrivaLatest research published by independent watchdog Passenger Focus shows that rail travelers recognize Arriva’s UK train businesses are delivering improved levels of passenger satisfaction.

Leading European transport group Arriva manages five rail businesses, providing business, and commuter and leisure journeys for passengers across most of Britain.

Passengers from all the group’s UK rail businesses scored their overall travel experience higher than the UK national average in the latest National Passenger Survey.

Company NPS overall satisfaction (%) Autumn 2013
Grand Central 95%
Chiltern Railways 91%
London Overground 89%
CrossCountry 86%
Arriva Trains Wales 86%
National average 83%

Key highlights from the autumn 2013 National Rail Passenger Survey show:
Four of Arriva’s five UK rail businesses outscored their peer groups for ‘overall satisfaction’, with the fifth, CrossCountry at 86 per cent, still being three per cent higher than the national average

Open access business Grand Central’s overall satisfaction score of 95 per cent was seven per cent higher than its long distance peers and 12 per cent above the national average

All five businesses comfortably outperformed the industry average of 79 per cent satisfaction for ‘punctuality’, with Chiltern Railways scoring an impressive 92 per cent

Chiltern Railways, Grand Central and Arriva’s joint-venture business London Overground each had a score of over 90 per cent for ‘overall satisfaction with the train’, compared to the national average of 80 per cent, and

Employees at Arriva Trains Wales, Grand Central and CrossCountry scored significantly higher than the national average for ‘helpfulness and attitude of staff’, with each scoring over 80 per cent compared to the industry average of 66 per cent.

Commenting on the latest statistics, Steve Murphy, Arriva UK Trains’ chief operating officer, said: “These figures show the hard work and dedication of everyone at Arriva UK Trains is resulting in high levels of passenger satisfaction. With expectations increasing each year as investment flows into Britain’s railways, to have an average of almost nine out of ten customers satisfied with Arriva UK Trains’ services is great news.

“Grand Central’s performance is particularly outstanding as it outperformed all other rail businesses with a fantastic 98 per cent of customers satisfied with its services between Bradford and London. With our requests for other new open access services currently being reviewed, these results help strengthen the case for open access services and show how competition to regular franchised services can deliver improvements for passengers and the wider rail industry.

“While these results demonstrate the success of our investing in improvements across our businesses, we know there is more we can do as we focus on delivering continued customer satisfaction, and we will be studying the results of this research closely to see where we can make further improvements.”

Source: Arriva.

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