Chiltern Railways rated as the UK’s joint top DFT franchise operator for overall customer satisfaction

Chiltern Railways has been rated as the UK’s joint top DFT franchise operator for overall customer satisfaction.

In the Transport Focus’ National Rail Passenger Survey (NRPS) for spring 2017, which was published in July 2017, Chiltern Railways, an Arriva UK Trains company, achieved a score of 92%.

Commissioned by the independent consumer watchdog Transport Focus, The National Rail Passenger Survey represents the views of over 100,000 rail passengers on a broad spectrum of issues such as overall satisfaction as well as satisfaction with 30 specific aspects of service.

Passenger opinions of network-wide train services are collected twice a year from a representative sample of journeys.

Chiltern Railways also came top of the DFT franchises for satisfaction with punctuality and reliability with at score of 90%, satisfaction with how requests to station staff were handled with a score of 96% and satisfaction with car parking facilities with a score of 71%.

Chiltern Railways Managing Director, Dave Penney, said: ‘We are delighted that passengers have rated Chiltern as the UK’s top DFT franchise for overall satisfaction.

What is just as pleasing is that we are also at the top of the table for satisfaction with punctuality and reliability, car parking and for requests made to our station staff.

The findings reinforce our commitment to providing a high quality passenger experience.‘

The full National Rail Passenger Survey for spring 2017 can be viewed in detail on the Transport Focus website.