First Great Western comment on National Passenger Survey results – Autumn 2013

Thursday 23rd January 2014
National Passenger Survey: First Great Western's response

Responding to the publication of this January's National Passenger Survey, a spokesperson for FGW said: 

“We are pleased to have maintained our score (80%) from the previous survey. Clearly, the provision of timely services was impacted by severe weather conditions in the survey period, compounded by Network Rail infrastructure challenges. 

“With our monthly performance measure falling dramatically during these times, we realise that our ability to deliver services fell short of the standards expected from our customers. 

"We are keen to continue to work with Network Rail to help improve the resilience of their infrastructure, and have recently established a joint FGW and Network Rail Performance Team. This team will allow us to work more effectively together. 

“We have seen significant rises in the Overall Station environment, reflecting our commitment to invest in our stations, and follows investment of over £85 million during the previous franchise.”