Massive customer satisfaction gains for train operator GWR

Tuesday 28th January 2020

New trains help deliver 8% improvement in train satisfaction says new report

New trains have helped drive an 8% improvement in customer satisfaction and a massive 13% rise in satisfaction with train punctuality for train company Great Western Railway.
Customer satisfaction has risen to 86% and an 8% improvement on last year’s autumn results for GWR according to the National Rail Passenger Survey from independent passenger watchdog, Transport Focus.
Surpassing last Autumn’s report, the sustained improvements do not even take into account the biggest timetable change in a generation, which occurred after fieldwork for the report had been completed.
GWR has attributed the figures to the investment in new and upgraded trains, modernised, more reliable infrastructure and the continued hard work of colleagues, as their commitment to deliver improvements for customers begins to pay off.

IET speeding through the countryside 
The company has completed its rollout of two new fleets of trains in the last two years, including its Intercity Express Trains on long distance services and Electrostar trains in the Thames Valley, which have provided around 25% more seats on some routes. Cascaded trains have also added capacity across the West of England and the South West too.
The official figures show customers reported not only an 8% increase in overall satisfaction but a 10% improvement in overall satisfaction with the trains they use, an 8% increase in the frequency of trains, an 8% increase in the availability of staff on trains and 12% increase in the usefulness of information when the company had to deal with delays.

Image of two clean shiny GWR carriages coupled together
The report shows GWR also improved in the provision of information on board, a key driver of customer satisfaction; the level of crowding and journey length.
GWR Interim Managing Director Matthew Golton said:
“I am delighted that the hard work, by GWR and our industry colleagues is paying off and this is now being recognised by the majority of our customers; many of whom are enjoying the benefit of new trains and much more reliable infrastructure.
“Clearly our work doesn’t stop here, and we continue discussions with the Government on their priorities and focus beyond the end of the current franchise in March.”
“While the last few years has seen a real transformation to the Great Western network, the job is far from over. In December we launched our new timetable providing faster journey times; more seats and more frequent services, and we would like to keep building on that work.” 
Fieldwork for the NRPS Autumn 2019 report was conducted during September and October 2019. Since then GWR has implemented the most significant timetable change on its network in a generation.
Notes to editors
Great Western Railway (GWR) provides high speed, commuter, regional and branch line train services. We help over 100 million passengers reach their destinations every year - across South Wales, the West Country, the Cotswolds, and large parts of Southern England.
We’re currently seeing the biggest investment in the network since Brunel so we can offer more trains, more seats, and shorter, more frequent journeys and continue the network’s heritage of helping connect more businesses to new and prosperous markets. Through a series of initiatives we aim to be a good neighbour to the communities we serve and are committed to making a positive social impact in those regions. Learn how we're Building a Greater West at GWR is a FirstGroup company.