Southern Rail says passenger satisfaction best for seven years

Passenger satisfaction with Southern Rail services is at its highest level for seven years, according to an independent survey by national passenger watchdog Transport Focus, published today.

Satisfaction with Southern – which operates the Uckfield Line – rose eight points year-on-year to 82% in the autumn 2019 survey. Sister company Gatwick Express is also at a seven-year high, at 89%, and Thameslink has risen four points, to 82%.

Passengers were also much happier with punctuality and reliability, again particularly on Southern  where 70% of trains today arrive within 60 seconds of their scheduled arrival time at each station along the route.

railway work between Uckfield and Buxted

An Uckfield to London Bridge train arrives at Buxted.

Passengers rated Southern and Gatwick Express staff very highly, with satisfaction rates of 88% and 93% (a massive 16-points increase) respectively, reflecting a drive towards more proactive customer assistance.

Southern and Gatwick Express Managing Director Angie Doll said: “Our passengers are telling us through this independent survey that we have really turned a corner, with the best satisfaction for seven years.

“Passengers clearly rate our people highly and they are responding positively to the quality of our trains, the free Wi-Fi onboard and our investment in new technology such as smart ticketing. A separate independent survey also shows that trust in Southern has been climbing steadily for two years.

“However, I know we have much more to do, especially with our partners at Network Rail, to further improve punctuality.”

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