Train companies scored a “hollow victory” as passenger satisfaction increased from the lowest level in 10 years, a transport user watchdog said.
Transport Focus found that 82% of travellers were satisfied with their journeys in autumn 2019, up three percentage points year-on-year.
A spokesperson for the organisation said: “Satisfaction is up, but this is a hollow victory for train companies.
“A small improvement on the worst score in 10 years is nothing to celebrate.”
📈Twice a year we survey over 25k passengers to produce the largest a rail satisfaction survey in the world.
🚨Satisfaction is up, but this is a hollow victory for train companies. A small improvement on the worst score in 10 years is nothing to celebrate https://t.co/vMp5iXzCQK pic.twitter.com/kLLgdiYERs
— Transport Focus (@TransportFocus) January 28, 2020
Nearly 28,000 passengers were questioned for the latest National Rail Passenger Survey.
Poor punctuality, timetable chaos and industrial action saw the satisfaction score sink to 79% in autumn 2018, which was the lowest level since 2008.
