Article from BTNews 4 FEBRUARY 2019
GWR in performance uplift
New figures showing a big improvement in the UK’s long-distance train services and long-term investment in infrastructure and rolling stock are starting to pay off have been supported by latest customer satisfaction figures from Great Western (GWR).
These show a significant 17% increase in the upkeep and repair of rolling stock, as 40-year-old High Speed Trains are being replaced by modern bullet-style Intercity Express units.
GWR says these improvements have in turn increased overall train satisfaction by 6% and overall journey satisfaction by 3%, despite a period of poor punctuality during the past year due to track improvement works.
Independent figures compiled for GWR also show a 16% increase in availability of wi-fi on board; an 8% increase in customers’ likelihood to recommend the service and a 7% increase in the smoothness of the ride (see infographic below).
Managing director Mark Hopwood said last year’s performance was affected by engineering work and other tasks but GWR had now started to see the benefits of the work done with latest performance figures over 90% and the best since May 2017.
From September to November 2018, GWR’s Public Performance Measure – the number of trains arriving within 10min – was 83%. For last month alone, this had increased to 91.4%.
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Andrew Sharp, Surbiton
Well done GWR. Meanwhile right at the top of the league comes Heathrow Express: its 96% satisfaction score is its second highest (it once got 97).