GWR records highest score for customer satisfaction

Wednesday 27th January 2016
Great Western Railway has today achieved its highest ever score for customer satisfaction according to independent transport user watchdog, Transport Focus.
Increasing its year-on-year measure for overall satisfaction by 3% from 81% to 84%, GWR has posted its highest score since the National Rail Passenger Survey began in 1999. This year’s score beats its previous high of 83%, achieved in 2011.

GWR Managing Director Mark Hopwood said recent investment to improve capacity and punctuality are having the biggest impact on customers. He explained:

“These results clearly show our commitment to Building a Greater West and investing in what we know our customers want to see, and reflect the hard work of thousands of GWR colleagues.

“Customers are starting to see the impact made by converting first class carriages into standard, providing vital extra capacity, as well as Network Rail’s great work in recent months to drive down infrastructure-related delays.

“The team at Network Rail – led by recently-appointed Route Managing Director Mark Langman – should be particularly congratulated for what they have achieved, and we are doing everything we can to help them continue this good work.”

The re-development of Reading Station and associated infrastructure, including the modernisation and re-siting of Reading Train Care Depot has helped to improve punctuality, while the company has also worked hard to deliver additional capacity prior to the arrival of a fleet of electric suburban trains for the London Thames Valley (due to start arriving from Spring 2016), and the arrival of the Super Express Trains from the Summer of 2017.

Of the five key drivers of customer satisfaction, GWR improved scores in four key areas, with punctuality improving by 5%, train comfort and length of journey by 3% and ticket purchasing up by 1%.

GWR was one of only five operators to significantly increase their score for overall satisfaction.