merseyrail overall journey satisfaction 95 94 92 90 90 91 · % 95 % 94 % +1 vs autumn 2018 overall...

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NATIONAL RAIL PASSENGER SURVEY SATISFACTION AT A GLANCE Merseyrail Autumn 2019 91% Overall satisfaction in Autumn 2019 86% 95% 94% +1 vs Autumn 2018 Overall Satisfaction = Very Satisfied + Fairly Satisfied DRIVERS OF SATISFACTION Some factors have a greater influence on whether a passenger is satisfied with the overall journey than others. The size of the circle denotes relative importance of the top six drivers of satisfaction, so the biggest is the most important driver. 82% 84% This survey covers 946 Merseyrail passengers PUNCTUALITY/ RELIABILITY 91% FREQUENCY 93% SEAT COMFORT 68% INFORMATION DURING JOURNEY 85% CLEANLINESS OF TRAIN (INSIDE) 74% POWER SOCKETS 7% % SATISFIED OVERALL JOURNEY SATISFACTION AUTUMN SPRING 91 93 90 95 94 89 92 90 90 91 2015 2016 2017 2018 2019 Note: Compared to Autumn 18, percentages in green show significant improvements in satisfaction, whilst percentages in red show significant declines in satisfaction.

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Page 1: Merseyrail OVERALL JOURNEY SATISFACTION 95 94 92 90 90 91 · % 95 % 94 % +1 vs Autumn 2018 Overall Satisfaction = Very Satisfied + Fairly Satisfied DRIVERS OF SATISFACTION Some factors

NATIONAL RAIL PASSENGER SURVEYSATISFACTION AT A GLANCEMerseyrail Autumn 2019

91%Overall satisfaction in Autumn 2019

86% 95% 94%+1vs Autumn 2018

Overall Satisfaction = Very Satisfied +Fairly Satisfied

DRIVERS OF SATISFACTION

Some factors have a greater influence on whether a passenger is satisfied with the overall journey than others. The size of the circle denotes relative importance of the top six drivers of satisfaction, so the biggest is the most important driver.

82% 84%

This survey covers 946 Merseyrail passengers

PUNCTUALITY/ RELIABILITY

91%

FREQUENCY

93%

SEAT COMFORT

68%

INFORMATION DURING

JOURNEY

85%

CLEANLINESS OF TRAIN (INSIDE)

74%

POWER SOCKETS

7%

% SATISFIED

OVERALL JOURNEY SATISFACTION

AU

TUM

NSP

RIN

G

91 93 9095 94

89 92 90 90 91

2015 2016 2017 2018 2019

Note: Compared to Autumn 18, percentages in green show significant improvements in satisfaction, whilst percentages in red show significant declines in satisfaction.

Page 2: Merseyrail OVERALL JOURNEY SATISFACTION 95 94 92 90 90 91 · % 95 % 94 % +1 vs Autumn 2018 Overall Satisfaction = Very Satisfied + Fairly Satisfied DRIVERS OF SATISFACTION Some factors

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