Chiltern Railways have been rated the top operator to Birmingham and Oxford from London in the National Rail Passenger Survey (NRPS). The survey revealed that 94% of customers on the company's West Midlands routes and 91% in Oxford said overall the Chiltern Railways service was good or satisfactory. Whilst across the whole route 90% of people felt the same, higher than the national average of 83%.
Chiltern Railways were ranked third across all UK train companies, with passengers rating Chiltern highly for bike parking, ticket buying facilities, and availability, helpfulness and attitude of staff on board trains as well as at stations.
Chiltern Railways Managing Director, Dave Penney, said:
“We’re proud that Chiltern Railways has once again been rated the top operator for customers in the West Midlands and Oxford travelling to London. Earlier this month we were also named one of the most trusted rail operators in the country following a new report from independent watchdog Transport Focus, and we feel this reflects our commitment to customer service and the hard work from the team at Chiltern over the last year.
“Over the last 12 months we’ve made significant investment in our stations, with a number of transformative projects taking place across our network. We have just opened the new open-plan ticket offices at Leamington Spa, Warwick Parkway, Gerrards Cross and Aylesbury and built hundreds of new bike racks at our stations in Bicester. We’ve also more than doubled the number of services between Stratford-upon-Avon and London and introduced new smart ticketing systems to make journeys easier for customers.
“The NRPS results demonstrate the hard work of our dedicated, customer focused team, and we will work throughout the year to ensure we continue to improve our customers’ experience.”