Arriva Trains Wales | ARRIVA TRAINS WALES CUSTOMER SATISFACTION CONTINUES TO INCREASE

ARRIVA TRAINS WALES CUSTOMER SATISFACTION CONTINUES TO INCREASE

Overall customer satisfaction for Arriva Trains Wales services has gone up year on year according to the latest Passenger Focus National Passenger Survey. With customer satisfaction at 85% Arriva Trains Wales ranks two per cent above the national average satisfaction rating for the regional train operating companies.

Customer satisfaction was improved in all but one of the 19 categories. ATW also improved in more than half the station related categories.

Punctuality and reliability attained the biggest increases but there were also significant improvements on cleanliness and upkeep and repair of trains.

Arriva Trains Wales customer services director, Ian Bullock said “The national passenger surveys, together with our own regular feedback sessions with our customers, are valuable tools. They give us with the opportunity to look at issues of concern and seek ways to improve and enhance our service.

“Throughout last year we continued to focus on punctuality as well as improving the ATW fleet through refurbishment, deep cleans and repairs.

“While we are delighted with the results of the current survey, we have noted that there are still areas of concern for customers, particularly on stations. We will strive to improve our services still further and continue to work with Network Rail to deliver investment to our stations.”