London Midland most improved rail operator

LONDON Midland has been named as the most improved rail operator in the UK for customer satisfaction with a rise of 8% in a year, according to independent research.

In the latest National Passenger Survey (NPS) results for spring 2010 customer satisfaction levels among London Midland users stood at 86%.

The result means that London Midland, part of the Go-Ahead travel group, is 3% better than the national average for overall customer satisfaction. Of more significance, London Midland scores improved in 31 of the 32 areas judged by the NPS since spring 2009.

London Midland has also recorded its best-ever levels of performance with 92.7% of trains on time in April, while four consecutive periods showed performances in excess of 90%.

The rail company’s biggest improvements relate to the quality of the train service with 11% increases in punctuality and reliability, coping with delays, frequency of trains and value for money.

Mike Hodson, London Midland managing director, said: “We’re absolutely delighted with these results which reflect the hard work put in by London Midland staff.

“We know there is still room for improvement but, along with our improved performance, we’re making real progress and it’s satisfying that passengers are seeing that.”

There was further good news for Go-Ahead as two of its other rail companies also saw improvements.

The NPS survey, conducted by the statutory public transport users watchdog Passenger Focus, registered high satisfaction levels for the Southern and Southeastern franchises.

Keith Ludeman, group chief executive of Go-Ahead, which runs the three companies through its Govia joint venture with Keolis, said: “This is an important achievement for our three businesses. Our philosophy at Go-Ahead is to put the passenger at the heart of our businesses and continually strive to improve the service we provide.

“It is extremely pleasing that the hard work and effort of our 10,500 rail staff is being recognised by our passengers who make some 360m journeys with us every year.”