Railway services in London are lacking customer satisfaction as there are constant complaints about delayed journeys and poor ticket value. The passenger satisfaction is dipping every day, as the value for money and how companies are dealing with the delays have become the biggest cause of complain.
On a national level, the percentage of passengers satisfied with their journey overall was 82%, which was compared to 83% in a similar survey conducted in spring 2012 and the figure in autumn 2012 was 85%. The operators, which scored the lowest numbers were Northern and First Capital Connect and both had figures of 76%.
In terms of overall proportion of passengers satisfied with the value for money, when it comes to the price of their ticket, was 42%. Just 38% of passengers in London and southeast England thought that their ticket represented a good and reasonable value for money. However, passengers using services that were run by the Southeastern train company were least satisfied with what they were getting for their money, as 49% said they represented bad or unsatisfactory value for money.
Anthony Smith, chief executive of Passenger Focus said that passengers are the main overall funder of the Great Britain’s railways.