Train operator excels in passenger survey

The recently released spring 2010 National Passenger Survey results show Southern achieving an all-time best score of 84% for overall satisfaction - up 4% on last years result of of 80%. I

t also achieved an improvement in scores in almost all of the 31 categories.

The survey, published every six months by rail watchdog Passenger Focus, shows Southern's overall satisfaction rating of 84% is 2% better than the London and South East regional average score.

Southern managing director, Chris Burchell said:

"I am delighted with these results. Our record breaking overall satisfaction score shows that the hard work put in by every Southern member of staff over the past year has been appreciated by our passengers and the recent investment we have made across our business is making an impact."

Southern's range of discounts on online fares were also recognised with passengers scoring 'Value for money for the price of your ticket' 10% higher than last year.

And In the 'Connections with other train services' category, a score 10% higher than last year was also achieved.

Owned by Govia, Southern employ over 4,000 employees, and daily provide 2,000 train services carrying 165,000 passengers.

Other notable increases for the train operator in the survey were: 'Attitude and helpfulness of staff'; Availability of staff at the station'; 'Frequency of trains' and 'Availability of staff at stations' all scoring 6% higher than the previous year.

outhern has also made significant progress with 'Train punctuality' and 'Ticket buying facilities', both with 5% increases.

This follows recent major focus on performance improvement and investment in new ticket vending machines and software.

However, whilst the train operator have scored favourably in most of the 31 categories in the survey, there is room for improvement in two categories, notably 'How well the train company dealt with delays', down from 32% to 29% and 'Toilet facilities', down from 37% to 36%.

Mr Burchell added: "Although the results are very pleasing indeed, we do recognise that there are some areas where there is still work to be done and we will continue to concentrate on these areas whilst maintaining the high standards we have set ourselves elsewhere."