Satisfaction with train company is up, but not everyone is happy

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  • Survey finds majority of customers are satisfied with South West Trains
  • Satisfaction is up by one per cent overall on last year
  • Company director praises result
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SATISFACTION with South West Trains has risen to new heights – but one in five passengers remains unhappy with the service.

A survey has revealed customer satisfaction has risen by one per cent to 80 per cent in the past year.

I am very proud of the improvements

Tim Shoveller

The figures revealed a five per cent increase in satisfaction regarding the ease of getting on and off the train and a three per cent rise in satisfaction with ticket-buying facilities.

South West Trains managing director Tim Shoveller said: ‘We are pleased that customer satisfaction is starting to move in the right direction. This is a clear sign that the major investment we are making to improve our stations and trains is starting to pay off.

‘Work is now well under way on one of the biggest capacity improvement programmes this network has seen in decades.

‘Over the next two years, we will carry out major improvement works at London Waterloo by extending platforms.

‘I am very proud of the improvements.’