9 out of 10 passengers satisfied with ScotRail, finds report

Passenger satisfaction survey

Figures released by the watchdog Transport Focus reveal that 78 per cent of passengers are satisfied or very satisfied with the value for money offered by Grand Central, which is based in Rougier Street and operates direct services from York to London. Southern, Thameslink, Great Northern and Southeastern have the lowest scores.

Grumbling commuters are more likely to moan about Southern than any other train line, according to the latest national passenger survey (PDF) from the transport watchdog.

The RMT has raised safety concerns about the potential loss of a second-safety critical member of staff on Southern services.

Virgin Trains East Coast, which is also York-based and runs the majority of services from York to London, achieved an overall satisfaction of 91 per cent -up 2 per cent on spring previous year.

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Most companies, including the regional operators Northern, TransPennine Express and Virgin East Coast, failed to improve significantly on their results in the same category past year, with only 42 per cent of Northern's passengers rating its handing of delays as good or even satisfactory.

The survey states that "punctuality/reliability" has the biggest impact on overall satisfaction, and Heathrow Express scored 96% in that category - 19% more than counterparts in London and the South East. Southern, Thameslink, Great Northern and Southeastern have the lowest scores. "These green shoots are fragile and need nurturing", he added.

"Having said that, there is some way to go reach a more acceptable position".

He said: "This recovery will be under pressure from upgrade works, industrial relationship problems and rising passenger numbers".

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"This equals our best ever result, and shows that the vast majority of our passengers are satisfied with the work ScotRail is doing to build the best railway Scotland has ever had".

"These results are really encouraging but we are not complacent. The major investment we are making now will mean faster journeys, more seats and better services for our customers".

"With an increase in overall satisfaction, it's clear that this improved way of working is the right thing to do for passengers on this part of the network".

GTR has been approached for comment.

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