London Midland is the most improved train operator for overall customer satisfaction, according to National Passenger Survey results released today (Feb 4).
The result means that 87 per cent of passengers were satisfied with London Midland services - a rise of seven per cent since the Autumn 2008 figures were published this time last year.
The rise means that London Midland has been listed as one of only three train operators to achieve ‘significant improvement’ by rail watchdog Passenger Focus.
London Midland also registered a nine per cent rise in overall satisfaction since the previous Spring 2009 figures.
Toilet facilities on trains are up 15 per cent and the attitude and helpfulness of train staff has risen by 11 per cent compared to last year.
London Midland passengers have also noted an 11 per cent improvement in sitting and standing room and with the upkeep and repair of trains. Parking facilities have also been judged to have improved by seven per cent.
London Midland managing director Mike Hodson said: “I’m delighted with this improvement and it reflects the hard work our staff are putting in, as well as recognising the effect our new fleet of trains and improvement in punctuality is having.
“We realise there is still a great deal of work to do and the challenge is to build on this excellent result. We’re pleased that our passengers are noticing the improvements and will continue to strive for better performance.”
