Merseyrail trains take top spot in Which? Survey
While other train companies trail behind in customer satisfaction, Merseyrail provides customers with award-winning service.
A new survey by consumer interest body Which? has found that Merseyrail is the best rail transport provider in the UK, beating previous winners Virgin Trains by a large margin.
In a survey of more than 7,400 regular rail riders from 19 of the major train operating services, Merseyrail scored a satisfaction rating of 70%. Noticeable improvements over the last two years have helped the rail company take first place, with customers commenting positively on all aspects of travel.
According to Which?
“Merseyrail passengers like the frequency, punctuality, reliability and speed of its trains.”
Merseyrail has managed to avoid the pitfalls of poor customer experience that affect other less highly rated service providers by meeting or exceeding consumer expectations when it comes to cleanliness, regular services, and overall travel experience for the more than 110,000 customers served every day.
On top of these achievements, Merseyrail is innovating new service technologies and refurbishing stations to further enhance customer engagement. As part of a raft of improvements, the rail operator has provided the first contactless cash card scheme outside of London, available in all 67 Merseyrail stations.
Other improvements include a new-look fleet of re-liveried trains and renovation projects rolled out across major stations in Liverpool and Birkenhead. All of these improvements have been aided by both significant internal and external investment.
Councillor John Salter, Merseytravel’s lead member for rail agrees:
“Merseyrail is one of the best performing networks in the country and for that to continue we need to invest in the network and stock in the short, medium and long term.
It is about keeping standards high for regular passengers and the thousands of visitors we welcome to the city region, particularly this year, with its packed programme of events.”
Words: Peter Cribley
Sources: Which, Computer World UK, Merseyrail