Latest research shows improvement in train performance

Tuesday 29th January 2019

New figures show a significant improvement in the county’s long-distance train services, and long-term investment in infrastructure and rolling stock starting to pay off.

GWR’s latest customer satisfaction figures show a massive 17% increase in the ‘upkeep and repair of the train’, as 40 year-old High Speed Trains are being replaced by modern bullet-style Intercity Express Trains.

These improvements have in turn increased overall train satisfaction by 6% and overall journey satisfaction by 3%; this is despite a period of poor punctuality during the last year, as track improvement works affected swathes of the county’s network.

GWR satisfaction infographic

Independent figures compiled for Great Western Railway also show an 16% increase in the ‘availability of WiFi’ on board; a 8% increase in customer’s likelihood to recommend the service (Net Promoter Score); and a 7% increase in the ‘smoothness of the ride’.  

GWR Managing Director Mark Hopwood said:

“We know last year our performance was not good. Multiple pieces of engineering work; new signalling; electrification; rolling stock cascades; traincrew training, and reduced timetable agreements all adversely affected the service we delivered to our customers.

“We have however started to see the benefits of this work, with our latest performance figures over 90% and the best since May 2017. We must work hard to continue this improvement and our promise to deliver more seats, more services, and quicker journeys as part of the biggest upgrade in a generation.”

From September to November 2018 the train operator’s Public Performance Measure (the number of trains arriving with ten minutes) was 83%. For January 2019 alone, this has increased to 91.4%.