South West Trains achieve best ever National Passenger Survey Customer Satisfaction Rating

Sustained behavioural change helps South West Trains leap up the National Passenger Survey Tables

Commenting on the latest National Passenger Survey (NPS) results, Tracy Meachin-Adams, founder and managing director of Dynamic Solutions, the leading bespoke training and coaching company specialising in the railway industry said: “It is thrilling to see that SWT has risen up the rankings in relation to customer satisfaction.” 

Dynamic Solutions has been working in partnership with South West Trains (SWT) for a number of years. SWT has improved its ratings 4 per cent for Autumn 2007, achieving 85 per cent passenger satisfaction score. NPS provides a network-wide picture of passenger satisfaction with rail travel. The survey is conducted by Passenger Focus, an independent consumer organisation representing the interests of rail users nationally.

The NPS survey follows on from the Government’s strategic White Paper published last July on “Delivering a Sustainable Railway Industry”.  Reliability and capacity are among passengers’ top concerns, however, quality of service provision and value for money were also seen as important.

“Passengers wish to work or relax on trains and expect a high standard of quality service,” says Tracy. “Gaining commitment from staff to continue to deliver a high level of service, day after day, requires emotional engagement on an ongoing basis. We are delighted with the results and we would like to congratulate the whole team at South West Trains on its outstanding performance.”