Chiltern Railways top operator for customer satisfaction

THE company responsible for the Chiltern Mainline service between Birmingham and London has been named the UK’s highest rated franchised operator in the latest National Rail Passenger Survey.
 
Chiltern Railways came out on top with an overall satisfaction score of 91%, beating rivals Virgin Trains (90%) and London Midland (82%). The Mainline service runs between Birmingham Moor Street and London Marylebone.
 
The survey, conducted by Passenger Focus – one of the world’s largest published passenger satisfaction reports, explores overall satisfaction, plus satisfaction with the station and train, and over 30 specific aspects of service.
 
In addition, Chiltern was also named as the UK’s top Department for Transport franchise operator for satisfaction with trains, the attitude and helpfulness of station staff and satisfaction with stations.
 
Rob Brighouse, managing director at Chiltern Railways said: “These NRPS results reinforce our commitment to focusing on what matters to our customers. We continuously invest in our trains, stations and our people to provide passengers with an outstanding travel experience and work hard to maintain our position as the UK’s top most punctual rail operator.”
 
This survey comes at a time when the company has remained top franchised rail operator for right time train punctuality.