Rail passenger satisfaction dips below 50pc

For two companies – Greater Anglia and Southeastern – the satisfaction score was only 40 per cent.

Ten of the 19 companies had satisfaction scores of less than 50 per cent, with Merseyrail the best-performing company.

Two services which operate in Shropshire were both below 50 per cent. Arriva Trains Wales scored a 48 per cent satisfaction level with London Midland at 47 per cent.

The survey, conducted among 7,415 UK adults in November 2013 also showed 16 per cent of all passengers experienced a delay on their last journey, with this figure rising to 26 per cent for commuters; 21 per cent of commuters said they were likely to have stood on their last journey: 11 per cent said toilets were not in good working order. This rose to 20 per cent for London Midland.

The overall satisfaction scores were based on satisfaction with a company and the likelihood of customers recommending the company. On average, those surveyed had travelled by train 32 times in the previous 12 months.

Which? also asked what passengers felt would improve their journeys and what they would be prepared to pay more for.

Lower ticket prices were top of the wanted list, with 80 per cent saying fares were too high. People also wanted to see more carriages at peak times, promotions on ticket prices, wi-fi as standard and improved punctuality and reliability. A total of 12 per cent said they want cleaner trains.

However, more than half said they would not mind paying more if they saw an improvement in service in return. Half would pay more for a more reliable service, and a similar number would pay more to guarantee a seat. A total of 42 per cent would pay more if the money went towards new trains.

Which? executive director Richard Lloyd said: "It's disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don't work."