Passengers have rated Chiltern Railways as the UK’s joint top DFT franchise operator when it comes to overall customer satisfaction, with a score of 92% in Transport Focus’ National Rail Passenger Survey (NRPS). Local operator Chiltern, an Arriva UK Trains company, also scored top of the DFT franchises for satisfaction with punctuality and reliability (90%), satisfaction with how requests to station staff were handled (96%) and satisfaction with car parking facilities (71%).
The National Rail Passenger Survey which is commissioned by the independent consumer watchdog Transport Focus, represents the views of over 100,000 rail passengers on a broad spectrum of issues such as overall satisfaction and satisfaction with 30 specific aspects of service. Passenger opinions of network-wide train services are collected twice a year from a representative sample of journeys.
Chiltern Railways Managing Director, Dave Penney, said: “We are delighted that passengers have rated Chiltern as the UK’s top DFT franchise for overall satisfaction. What is just as pleasing is that we are also at the top of the table for satisfaction with punctuality and reliability, car parking and for requests made to our station staff. The findings reinforce our commitment to providing a high quality passenger experience.”