This survey took place between February and April this year when our services were severely impacted by adverse weather, and the very worst flooding in recent history. We are pleased to have been able to maintain our score from last year during such a difficult period.
| Score Summary
We are pleased to have been able to increase our score from last year, during a period where we have been confronted with some significant infrastructure challenges.
Having learnt lessons from Dawlish, we have put a great deal of effort into improving our station environments, and these results recognise that. A number of factors show significant improvements on last year, including: ticket buying, station environment and staff attitude – as is visible with our increase in the number of customer ambassadors at stations and our 24hr twitter feed.
We have also embarked on a large customer engagement programme to demonstrate the improvements we are, with our industry partners, bringing to the network.
With punctuality a key determinant of satisfaction it is disappointing to see performance remain at 85% during this reporting period. During the wave PPM was 85.03%, average for the two previous waves was 86.05% and 85.79%.
There is much to do both in terms of performance and capacity. Our work with Network Rail to invest in the railway is ongoing, and has seen the opening of the Reading Viaduct at the beginning of January, removing a significant bottle neck on our network.
We have also just released two-thirds of our new standard class carriages, as part of a deal which will create almost 3,000 more standard class seats a day for customers across the network.
Background and FGW year-on-year
Train cleanliness elements have improved by 4 points since last June and by 8 points year on year. Station improvements are seen across both the physical state of our stations and across the people elements, improving 16 points since June and 15 points year on year.