How Bedford’s rail firms fare
FIRST Capital Connect has the second lowest customer satisfaction rating of any rail firm in the country, according to a new poll.
The National Passenger Survey, conducted by Passenger Focus between January and March, found 79 per cent of First Capital Connect customers were satisfied with the service provided to them. The national average is 87 per cent.
Only Greater Anglia had a lower rating.
1,824 First Capital Connect passengers were surveyed. The company showed a one per cent improvement in customer satisfaction over last year, but were one per cent lower than in the poll six months ago.
Bedford is served by three rail companies. First Capital Connect runs trains between Bedford and Brighton, which also call at Flitwick. London Midland routes include the Marston Vale Line, and East Midland trains call at Bedford on their route between London and the Midlands.
East Midland Trains and London Midland each achieved 87 per cent overall customer satisfaction, up on last year.
84 per cent of passengers travelling with First Capital Connect felt that they were provided with value for money, while 30 per cent were happy with how delays were dealt with. Seventeen per cent felt satisfied with the availability of staff, although this figure is up five per cent from the spring survey of last year.
First Capital Connect bosses have said that their scores have risen since 2011 in 28 of the 32 categories.
Managing director Neal Lawson said: “We know we can do still better but across our network there’s an encouraging increase in satisfaction to 79 per cent.”
He added: “Customers will also see huge improvements coming on line with the stations they use such as Blackfriars and Farringdon.”
David Horne, managing director of East Midlands Trains, said: “We’ve always felt that our people are at the heart of the service we provide and it is pleasing to see this recognised by our passengers.”
London Midland made significant improvements, the most notable being a 17 per cent improvement in how well customers felt delays were dealt with.
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Thursday 20 June 2013
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