What non users and infrequent users think about our services

We asked respondents to rate a range of features of our services as ‘good’, ‘needs improving’ or ‘don’t know’. The features rated as ‘good’ by the most people were:

• Ease of getting on and off the trains (66.0%)
  
  
• Comfortable journeys (66.0%)
  
  
• Punctuality (58.0%)
  
  
• Reliability (57.3%).
  
  

Respondents also wanted to see improvements in other aspects of our services, including:

• Cleanliness (34.4%)
  
  
• Price of tickets (30.1%)
  
  
• Personal safety and security (22.5%)
  
  
• Announced information (18.3%).
  
  

To see a larger version of the above chart please click here.

More infrequent users described features as ‘good’ than non users, which means we will try to improve the perceptions of those who never use our services, as our passengers rated our services much better than those that never use us.

We are working to maintain our highly regarded services, whilst continuing to improve the aspects highlighted in the survey. In particular:

• We will continue to improve the cleanliness of our trains and stations.
  
  
• We will actively demonstrate, to existing and potential customers, that we have the lowest average fares in the country.
  
  
• We will improve perceptions of safety, as we have one of the safest and most secure networks in the UK.
  
  
• We are working on improving the provision of information, particularly when services are disrupted, to ensure passengers can make better informed decisions.
  
  

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