London Midland passengers give rail firm 86 percent approval rating

Photo courtesy of London Midland � 2008. ENGPNL00120130908162152
Photo courtesy of London Midland � 2008. ENGPNL00120130908162152

Eighty-six percent of passengers using London Midland says they are satisfied with the service offered by the rail firm, according to a new report.

The bi-annual National Rail Passenger Survey is carried out by Transport Focus, the independent transport watchdog, and asks hundreds of rail users for their views on issues.

London Midland was above the national average of 83 percent for overall satisfaction.

Some of the highlights of the report were (percentage is those stating satisfied or good):

* Value for money of the price of your ticket - 57 percent

* Punctuality/reliability - 76 percent

* Sufficient room for all passengers to sit/stand - 68 percent

* Overall satisfaction with the station - 80 percent

* How well company dealt with delays - 41 percent

* Facilities and services - 58 percent.

London Midland commercial director, Richard Brooks, welcomed the figures.

“This is a positive set of results for London Midland, which recognises our commitment to continually improving the service we offer to customers and underlines the need for ongoing investment. That is why, over the next 18 months, we have £13million worth of improvements planned to enhance the London Midland customer experience,” he said.

“We would like to thank our customers for taking the time to share their views, passenger feedback is essential in shaping and developing our services, and also for their ongoing support as reflected in these latest results.”

He said the new franchise, which starts in April, will see increased services, free Wi-Fi, better ticketing and additional car parking places at some stations.

Mr Brooks added: “The findings of this survey endorse the improvements we have made, and provide a strong base for us to continue delivering changes that enhance the customer experience. The results are confirmation from our passengers that they believe we are heading in the right direction- but we certainly won’t rest on our laurels.”