Our Autumn 2017 National Rail Passenger Survey

The Autumn 2017 National Rail Passenger Survey results have been announced and we were disappointed but not surprised that we didn't meet some of our targets. The last few months have been a very challenging time, with a number of incidents which have caused major disruption to your journeys.

We have been working closely with Network Rail to deliver improvements including:

• remote monitoring to stop incidents before they occur
• additional teams to get a quicker response to incidents
• removal of speed restrictions, where safe, to improve performance

We’re investing £1.2 billion during the franchise to transform customer experience and have already increased capacity into and out of Waterloo with an extra 5,000 seats with the introduction of new trains on some of our busiest routes.

We’ve also started work on a £50million, as-new interior refurbishment of our fleet of Desiro trains.

It’s encouraging to see that in some areas satisfaction has risen, such as the attitude and helpfulness of our staff, Wi-Fi availability, ticket facilities and car parking, but we know we need to improve in other areas, especially making sure we run a reliable and timely service for you. We’re working very hard on achieving that goal.

To see the full suite of results, please visit Transport Focus.