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90% satisfaction rating for Chiltern Railways

But passengers weren't impressed with ticket prices so much.

Published by Dan Gooding at 5:43am 29th January 2020. 3-minute read.

90% satisfaction rating for Chiltern Railways

Only half of us are happy with the price we're paying for trains in Buckinghamshire.

A new passenger survey shows Chiltern Railways was ranked at 90% for customer satisfaction, but fared less well when it came to fares and dealing with delays.

Managers say they're determined to keep on improving the service they provide.

What do the stats show?

These are the percentages for those who ranked 'Satisfied or good' for various questions.

  • 90% for overall satisfaction with their journey
  • 52% for value for money 
  • 86% for punctuality/reliability
  • 73% for crowding levels
  • 89% for satisfaction with stations
  • 49% for how Chiltern deal with delays
  • 53% for wifi access
  • 80% for upkeep of trains
  • 86% for attitudes and helpfulness of staff
Aylesbury station

Chiltern Railways were the second highest rated franchised train operator with passengers rating them highly for their stations, the attitudes and helpfulness of staff, shelter facilities and bike parking.

Customers ranked Chiltern the best for punctuality and reliability for journeys to Oxford and the West Midlands, with 86% rating the operator satisfactory or good.  

The train operator ran a large number of 'meet the manager' sessions across the route during the last year to ensure customers could give their feedback, as well as undertaking several refurbishment projects to modernise stations.

Chiltern Railways Interim Managing Director, Mary Hewitt, said:

"We are very proud that Chiltern Railways has again been rated the top operator for journeys between London and Oxford and the West Midlands.  

"In 2019 we invested heavily in our stations, with £1.3 million being spent modernising several stations including Leamington Spa, Warwick Parkway, Gerrards Cross and Aylesbury. We have also opened hundreds of new bike racks at our stations in Bicester, Warwick Parkway and Solihull.

"At Chiltern Railways, we're always looking at ways to enhance the service we give to our customers and are committed to bettering our passengers' experience. With the hard work and dedication of our team, we will work throughout the year to ensure we continue to improve." 

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