Merseyrail top in the UK for passenger satisfaction

Merseyrail passengers have been revealed as the most satisfied in the UK following a survey conducted by the independent travel watchdog Transport Focus.

The survey asked approximately 500 passengers in Great Britain about their experiences of travelling by rail, and how satisfied they were with their most recent journey provided that it was made in the last seven days. Satisfaction rates for each train operating company were then calculated by consolidating 12 weeks of surveys to provide an overview of general quarterly satisfaction.

The Merseyrail network covers the Wirral peninsula from West Kirby and New Brighton to Chester and Ellesmere Port, and on the east of the Mersey from Southport and Ormskirk to Hunts Cross.

Surveys covering the most recent 12 weeks showed that Merseyrail passengers had a 95 percent satisfaction rate, which placed the company joint top in the country alongside c2c. Merseyrail also came top for customer satisfaction with punctuality and frequency, with a 95 percent satisfaction rate, reinforcing its reputation as the country's most punctual and reliable operator. The company also achieved the top spot for satisfaction with frequency of trains, scoring 86 percent satisfaction, and also scored highly in terms of value for money, coming third in the entire 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.”