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Merseyrail retains top position in customer satisfaction poll

Published: 25 Jun 2014

For the third time, Merseyrail has secured the number one slot in the National Rail Passenger Survey, spring 2014, published today. The Merseyside-based rail operator scored 93% for overall satisfaction, the highest among all UK franchised train operating companies in the bi-annual survey conducted by independent consumer watchdog, Passenger Focus.

This score is 11 percentage points above the national average, seven percentage points higher than the regional average and one percentage point up on the same period last year. Merseyrail scored 93% for punctuality and reliability, which exceeds the national average by 16 percentage points.

Other highlights:

  • The value for money for the price of a ticket went up five percentage points to 70%. This is 25 percentage points above the national average

  • Overall satisfaction for station environments increased five percentage points to 84%

  • The helpfulness and attitude of staff on trains rose five percentage points to 72%

  • Personal security on trains saw a hike of five percentage points to 83%

  • Personal security at stations jumped five percentage points to 81%

  • The provision of shelter facilities went up six percentage points to 84%These results are compared with spring 2013

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Maarten Spaargaren, managing director of Merseyrail, said: 'This is another fantastic result for Merseyrail customers and while there are still a few things that need improving, we've made some encouraging gains in key areas, thanks to the very targeted work we've done over the last months.'

Cllr Liam Robinson, chair of Merseytravel, added: 'It's great that once again Merseyrail has received national recognition for the quality of service it is providing. It is a great demonstration of what a locally managed service can achieve. We are always making sure that we don't rest on our laurels, and the fact that the approval scores have remained consistently high since the last survey shows how we are continuing to work together to find ways to improve the service for customers, including our award-winning station upgrade. We're continuing to work with other authorities across the north and the Department for Transport to develop more locally influenced franchises to bring similar benefits to those who currently use Transpennine and Northern services across wider Merseyside and beyond.'

As well as this great achievement, Merseyrail's public performance measure (PPM) for the last four-weekly period, ending 21 June, reached 97.3%, and was one of the highest scores in the country. It is the sixth consecutive period with a PPM score of 96% or over. Our current PPM MAA (moving annual average) stands at 95.87%, the highest score in almost four years.

PPM is the rail industry-wide benchmark that takes into account arrival times at final destinations, cancellations and stopping at all designated stops. Scores are published every four weeks.

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