London Midland has welcomed the findings of the latest National Rail Passenger Survey (NRPS) released today (27th January 2016).The NRPS is carried out twice a year by Transport Focus, the independent transport watchdog.
The latest survey shows an overall year-on-year improvement for London Midland customer satisfaction.London Midland achieved a score of 86% (above the national average of 83%) and also recorded positive improvements to the customer service experience at its stations.
Richard Brooks, commercial director at London Midland said: “This is a positive set of results for London Midland, which recognises our commitment to continually improving the service we offer to customers and underlines the need for ongoing investment. That is why, over the next 18 months, we have £13million worth of improvements planned to enhance the London Midland customer experience.”
“We would like to thank our customers for taking the time to share their views, passenger feedback is essential in shaping and developing our services, and also for their ongoing support as reflected in these latest results.”
London Midland has a number of passenger benefits planned during its new franchise, which starts in April 2016.These range from increased services, free Wi-Fi, better ticketing including contactless payment options and additional car parking spaces at stations.
London Midland holds the franchise to run services between London, the West Midlands and the North of England until October 2017. Since 2007 over £350 million has been invested in services, trains and stations. The train company has also significantly improved performance – cutting both delays and cancellations, and reduced Birmingham to London fares by up to 40%.
Richard Brooks added: “The findings of this survey endorse the improvements we have made, and provide a strong base for us to continue delivering changes that enhance the customer experience. The results are confirmation from our passengers that they believe we are heading in the right direction- but we certainly won’t rest on our laurels.”