Customer satisfaction at 81 per cent, says independent report on South West Trains

Passenger Focus has released its latest survey results on South West Trains
Passenger Focus has released its latest survey results on South West Trains
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Customer satisfaction with train services on the South West Trains network is at 81 per cent, according to the latest data from independent watchdog Passenger Focus.

In a survey of more than 2,000 people, 5 per cent said they were dissatisfied with the service, with 13 per cent saying they were neither satisfied or dissatisfied.

The latest survey was carried out between September 2 and November 11 last year.

During this period, the UK was hit by the St Jude storm.

Tim Shoveller, the managing director of the South West Trains-Network Rail Alliance, said: ‘Eight in 10 of our passengers remain satisfied with their train service, but we know everyone who plays a part in running the railways has work to do to ensure we better meet the expectations of our customers.

‘There is no question that 2013 was a challenging year for passengers and train operators across the whole of the UK rail network, which at times was affected by severe weather and infrastructure issues.

‘This was particularly true for networks such as ours with a high volume of commuters, where train punctuality is a major driver of satisfaction.

‘Passenger satisfaction with our services has remained at a stable level throughout 2013, but we want to improve the experience for our customers. We are investing millions of pounds in the year ahead to make a difference across every area that is a priority for our passengers.’