Fall in customer satisfaction at South Western Railway

Fall in customer satisfaction at South Western Railway

Published by Mike Draper at 12:38pm 28th January 2020. (Updated at 1:42pm 28th January 2020)

2 minute read

More passengers are unhappy with the service provided by the train operator.

Figures from a survey undertaken by Transport Focus last autumn show 74% of passengers were happy with their overall experience on South Western Railway.

It's down 4 % from the previous survey carried out by the independent passenger watchdog in the spring of last year.

In comparison customer satisfaction at Salisbury's other train operator, Great Western Railway, scored 86%.


South Western Railway came bottom in the 'value for money' category.

Just 34 % of passengers reckon what they pay is worth it.

The company also came in the bottom two of the list of 24 train operators when it comes to punctuality.

South Western Railway Train 2018
SWR isn't impressing passenger when it comes to punctuality or value for money

South Western Railway has been affected by timetable delays, strikes and infrastructure reliability.

The passenger survey was undertaken before 27 days of industrial action took place in December

How do Salisbury's train operators compare?
How do Salisbury's train operators compare?


Last week the Transport Secretary said the future of SWR was "not sustainable in the long term"

Grant Shapps branded the financial performance of the rail firm "significantly below expectation"

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