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Serco's Train Operations lead in Passenger Satisfaction

Date: 12 Feb 2009

Serco's rail operation in Merseyside, Merseyrail has received a leading score in the annual independent survey of passenger satisfaction. Merseyrail which Serco operates in partnership with NedRailways has achieved the highest score for passenger satisfaction of a train operating company outside London.

In total, 90 per cent of Merseyrail passengers said they were satisfied with the overall service. They were also asked to rate their satisfaction with a comprehensive range of specific factors, including helpfulness and attitudes of staff, value for money and cleanliness. Satisfaction rates increased in 27 of the 32 categories.

Northern Rail - Serco's rail operation across the North of England again in partnership with NedRailways - also improved its overall customer satisfaction results. Overall, Northern improved its passenger satisfaction score by three percentage points to 82%.

The National Passenger Survey - carried out by Passenger Focus, the independent rail consumer watchdog - rates customer satisfaction for all 29 of the UK's Train Operating Company's, recording the views of more than 26,000 rail users.

Nick Brown, Chief Executive of Serco Integrated Transport, said: "The results of the National Passenger Survey have once again demonstrated Serco's commitment to improving our rail services to meet the needs and expectations of our passengers. The improvements reflected in these satisfaction ratings are a great reflection of our people's commitment to bringing service to life."

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Last Updated: 12 Feb 2009