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Merseyrail has some of the most satisfied passengers in the country

Published: 28 Jun 2018

Merseyrail, a 50/50 joint venture between Serco and Abellio, has announced its latest passenger satisfaction score from the spring 2018 National Rail Passenger Survey of 92%; 10% higher than the average of 82% for other regional operators and a 3% increase compared to the score Merseyrail achieved in autumn 2017.

Merseyrail out-performed other regional operators in 33 of 41 factors and came second of all operators for both value for money and the experience passengers had at stations. Merseyrail is consistently one of the best performing rail operators in the country which was recognised by passengers who scored them highly for punctuality and reliability.

Merseyrail improved on 18 factors compared to the autumn 2017 survey including ticket buying facilities, overall environment and availability of both staff and Wi-Fi. Merseyrail achieved high scores for some key customer service measurements including 93% for the way in which station staff handle passenger requests and 92% for the provision of information about train times. The operator which runs services every 15 minutes across the network, increasing to every few minutes in Liverpool city centre, earned a score of 94% for the speed of journeys and 95% for the frequency of services.

Commenting on the results, Andy Heath, Managing Director at Merseyrail said:

“The results of this survey show that Merseyrail still has some of the most satisfied passengers in the country, which is no easy achievement when we’re working with 40 year old trains. Our network is unique in how it runs, but to out-perform other regional and national operators so significantly is a real testament to the commitment Merseyrail has to provide the best possible service, in all circumstances, to our passengers. Whether that’s our teams who worked through the night to keep trains running during the freezing conditions earlier this year, the reliable 12 hour service that we have ensured we provide on any days of industrial action or the extra effort that we make to support local events with enhanced services.

There are factors in this survey that we will certainly look to increase our scores on by making improvements where possible. Merseyrail has a range of developments taking place over the next few years, in partnership with Merseytravel, including delivering smart ticketing and the new fleet of trains, arriving in 2020, which we hope will continue to improve the experience for our passengers.”