Merseyrail passengers among the most satisfied in the UK
Awards & Achievements
Merseyrail passengers have been revealed as the most satisfied in the UK following a survey conducted by independent travel watchdog Transport Focus.
Providing our customers with the best possible service is our absolute priority and at the heart of everything we do here at Merseyrail.
The survey, which was completed by passengers over the last 12 weeks, showed that Merseyrail passengers had a 95 per cent satisfaction rate with the rail operators’ services, coming joint top in the country alongside c2c.
Merseyrail also came top in satisfaction with punctuality and frequency, with a 95 per cent satisfaction rate – cementing its reputation as the most punctual and reliable operator in the country.
Merseyrail also took the top spot for satisfaction with frequency of trains – scoring 86 per cent satisfaction.
The Liverpool City Region rail operator also scored high in terms of value for money – coming third in the whole country.
Andy Heath, Managing Director at Merseyrail, said: “Providing our customers with the best possible service is our absolute priority and at the heart of everything we do here at Merseyrail.
“To score so highly in a customer satisfaction survey is a real honour and a testament to the hard work of all of our staff particularly through these challenging times.
“Looking ahead to 2022 and the introduction of the new, state-of-the-art trains on our network, I have every faith that we will continue to top these surveys and run a high-quality rail service that our customers can be proud of in the City Region.”
The Rail User Weekly Survey asks approximately 500 passengers in Great Britain about experiences of travelling by rail and how satisfied they were with their most recent journey (made in the last seven days).
The train operating company satisfaction rates are calculated by consolidating 12 weeks of these surveys to provide an overview of general quarterly satisfaction.