Merseyrail, a Joint Venture between Serco and Abellio, has once again topped the Which?’s annual train survey, securing 72 per cent for overall satisfaction. This is the second time that Merseyrail has secured the highest score in this poll.
The survey comprises eight* categories, with a maximum of five stars awarded in each. Merseyrail was awarded five for both reliability and frequency and four for reported punctuality, seat availability, standing space, carriages and value for money.
Jan Chaudhry-van der Velde, Merseyrail’s managing director, said: “Merseyrail is a high performing train operator, consistently topping industry indicators for reliability, punctuality, operational safety and customer satisfaction. Local transport authority Merseytravel manages our 25-year concession, and it's these devolved arrangements, as well as the relatively long length of the franchise, which contribute significantly to that success.”
Said Chair of Merseytravel Committee, Cllr Liam Robinson commented: “This is a great result for Merseyrail and its customers and reflects the success of our local management of the concession. We will continue to work together to provide high quality rail services that meet people’s needs which includes the £460 million investment project that will deliver a fleet of new, state of the art trains for our network.”
In the last National Rail Passenger Survey (spring 2016), Merseyrail achieved the highest score among regional operators, securing 90 per cent for overall satisfaction. This poll revealed that Merseyrail customers were the happiest in the country for value for money for the price of a ticket.
*The eighth category was toilets, which does not apply to Merseyrail, as there are no toilets on board their trains