Chiltern Railways on top in passenger survey

Passengers have rated Chiltern Railways as the top train operator for overall customer satisfaction in the West Midlands region, with a score of 91 per cent in Transport Focus’ National Rail Passenger Survey (NRPS). Not only was the operator top in the West Midlands, Chiltern Railways was nationally at the top of the list and was rated the joint top DFT franchise for overall customer satisfaction (91 per cent), satisfaction with trains (90 per cent) and satisfaction with stations (89 per cent). The National Rail Passenger Survey which is commissioned by the independent consumer watchdog Transport Focus, represents the views of over 100,000 rail passengers on a broad spectrum of issues such as overall satisfaction and satisfaction with 30 specific aspects of service. Passenger opinions of network-wide train services are collected twice a year from a representative sample of journeys. Chiltern Railways managing director, Dave Penney, said: “We are delighted that passengers have rated Chiltern as the UK’s top DFT franchise for overall satisfaction. “What is even more pleasing is that we are also at the top of the table for satisfaction with our trains and our stations. “The findings reinforce our commitment to providing a high quality passenger experience.