Reliability, Punctuality and Passenger Satisfaction
With the customer at the heart of all our activities, Merseyrail is proud of its achievements over the last few years. Boasting high rates of reliability and punctuality as well as record levels of satisfaction among customers, we were awarded the best score among all regional operators in the latest National Passenger Satisfaction poll (Passenger Focus, autumn 2012).
In 2012, Liverpool Central, the underground station with the highest footfall outside London, underwent a £20 million improvement programme to accommodate the 40 per cent increase in passengers expected by 2020. The refurbishment has created a much better environment for passengers, helping boost jobs and the local economy.
Last year saw the opening of Merseyrail’s ninth Mtogo, our combined ticket offices and convenience stores. A unique concept in the UK rail market and providing a one-stop-shop for all passenger needs − tickets, information and convenience products − Mtogo is aimed at enhancing the customer experience and making passengers feel more secure on the network.
We are getting better at communicating with passengers, and now announcements are made over personal address systems at all stations to keep people informed about changes to services. This has made a real difference, especially to the five unmanned stations south of Hooton. Lavatories which are suitable for people with disabilities are currently being built at 17 of our stations, and they will all be ready by May 2013.
Working with Local People
Working with the community is of paramount importance to Merseyrail, and we collaborate with a wide variety of organisations on numerous initiatives, including community groups, schools and charities. In partnership with Merseytravel, we have set up 38 station adoption schemes, with more planned. Today, adopted stations are more pleasant than before, and many now have attractive plants and flowers-beds as well as artwork on the walls.
Merseyrail has won a raft of awards over the last year. In the rail business awards, Liverpool Central station won in the station excellence category. Little Sutton station was named most improved station and Ellesmere Port station won in the community category in the Cheshire Best Kept Stations 2012 awards. Maghull station was recognised as the best train station at the Royal Horticultural Society North West in Bloom. And our cycle centre at Southport station won in the station of the year category at the 2012 ATOC national cycle rail awards in December 2012.