Each spring and autumn a National Passenger Survey is conducted by Passenger Focus. As the results for each train operator are available, they provide a way of tracking commuters’ views on the performance of our train operator.
The chart below shows passenger views of train performance for our train operator. The data show the proportion of ‘satisfied or good’ replies to questions about the overall quality of the journey and a set of questions on stations and trains.
Source: Passenger FocusApart from the overall score, the chart highlights those areas of performance where the operators have traditionally not scored well.
While survey results have also improved nationally, there has been a slight relative improvement for services in Kent. Scores for punctuality and train cleanliness have risen. There has also been a steady improvement in passenger perceptions of the way the operator deals with delays.
However, less progress was made by South Eastern Trains with overcrowding (see separate brief) and ‘value for money’ (although with subsidies having been cut over the last few years, responsibility for this is unlikely to lie entirely with the train operator).