Arriva users happy with rail journeys
The number of passengers satisfied with their rail journey is at a new high for Arriva Trains Wales, which runs services in Shropshire, according to new survey results.
Overall passenger satisfaction for the company has increased to 89 per cent, a five per cent increase on the same period last year and nearly 10 per cent above the national average.
The results have been published in the latest National Rail Passenger Survey (NRPS) and show Arriva is bucking the trend, with passenger satisfaction nationally falling from 82 per cent to 80 per cent in 12 months. Arriva is now ranked joint seventh out of 23 Train Operating Companies (TOCs) across Britain in terms of passenger happiness.
Arriva Trains Wales has also been highlighted as the best performing train operator in Britain in April and May for "Right Time Performance" with a figure of 86.6 per cent. Right-time performance measures the percentage of trains arriving at their terminating station early or within 59 seconds of schedule.
Lynne Milligan, customer services director at Arriva, said: "The positive results to come out of the latest National Rail Passenger Survey is as a result of the hard work and dedication of our 2,000-plus staff to continually improve services across a number of key delivery areas such as train punctuality, customer service and passenger facilities.
"We all acknowledge there is still much work to be done. Through our work with Welsh Government and other funding bodies and Network Rail we are continuing to enhance our network to create a great customer experience."
The survey is carried out by the group Transport Focus.
Other key improvements in the survey for Arriva include a nine per cent rise in satisfaction with the helpfulness of the staff at stations, and an eight per cent increase in the satisfaction of customers in the upkeep of station buildings and platforms.
