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News

Merseyrail passengers among most satisfied in the country

Awards & Achievements

01 July 2019

Merseyrail has some of the most satisfied passengers in the UK, new survey results can reveal.

It’s a real testament to our staff who work so hard day-in, day-out to ensure our network runs smoothly – and we’re pleased to see that passengers are happy with the work they do.

Andy Heath

Merseyrail Managing Director

The rail operator gained the third highest score in the National Rail Passenger Survey for spring 2019, reaching 90%, which is 7% higher than the national and regional averages.

Merseyrail also came second for punctuality and reliability with an impressive 90% satisfaction score, a 5% increase on last year’s results and much higher than the average of 77%.

Despite a programme of platform improvement work taking place across the network in preparation for the introduction of a new fleet of trains, the overall satisfaction score matched last autumn’s result and shows that Merseyrail passengers are still some of the most satisfied in the country.

Value for money was another factor that Merseyrail passengers felt most satisfied with, as the operator came second in the country for offering some of the most affordable train tickets.

Station staff were also praised, with some of the highest ratings coming from factors such as attitude and helpfulness of staff.

The National Rail Passenger Survey is conducted twice a year by independent consumer watchdog Transport Focus, and is the largest published rail passenger satisfaction survey in the world.

Merseyrail is consistently one of the best performing rail operators in the country – being named the most punctual from April 2018 – March 2019 with 95.51% of trains running punctually.

Speaking about the survey, Merseyrail Managing Director Andy Heath said: “These results are a great reflection of the high quality service we strive to provide to our passengers on a daily basis.

“This period has not been without its challenges, and to score so highly in factors such as punctuality, reliability and value for money – which we know are most important to our passengers – is fantastic.

“It’s a real testament to our staff who work so hard day-in, day-out to ensure our network runs smoothly – and we’re pleased to see that passengers are happy with the work they do.