Massive improvements in satisfaction for Great Western Railway

Great Western Railway has announced that their new trains have helped to deliver an 8% improvement in train satisfaction.

Customer satisfaction has risen to 86% and an 8% improvement on last year's autumn results according to the National Rail Passenger Survey.

The improvements do not even take into account the biggest timetable change in a generation, which occurred after the survey was completed.

The operator has completed its introduction of two new fleets of trains, including Intercity Express Trains and Electrostar trains.

Cascaded trains have also added capacity across the West of England and the South West too.

Fieldwork for the NRPS Autumn 2019 report was conducted during September and October

What did the officials say?

GWR Interim Managing Director Matthew Golton said:

“I am delighted that the hard work, by GWR and our industry colleagues is paying off and this is now being recognised by the majority of our customers; many of whom are enjoying the benefit of new trains and much more reliable infrastructure.

“Clearly our work doesn't stop here, and we continue discussions with the Government on their priorities and focus beyond the end of the current franchise in March.”

“While the last few years has seen a real transformation to the Great Western network, the job is far from over. In December we launched our new timetable providing faster journey times; more seats and more frequent services, and we would like to keep building on that work.”

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