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National Passenger Survey Spring 2013 Main Report ... - Virgin Trains

National Passenger Survey Spring 2013 Main Report ... - Virgin Trains

3 3.8 Long-distance

3 3.8 Long-distance CrossCountry Overall sample size 1200 Improved Q Unchanged W Declined E Spring 2013 Improvement/decline in % Improvement/decline in % satisfied or good since satisfied or good since Autumn 2012 Spring 2012 sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction 1176 84 10 6 87 -1 W 0 W STATION FACILITIES Overall satisfaction with the station 1171 76 17 7 81 -4 E -3 W Ticket buying facilities 473 85 9 6 83 0 W 7 Q Provision of information about train times/platforms 1138 85 9 6 87 1 W 2 W The upkeep/repair of the station buildings/platforms 1118 67 19 13 75 -3 W 1 W Cleanliness 1138 74 17 9 79 -1 W 0 W The facilities and services 998 63 19 19 68 -5 E 2 W The attitudes and helpfulness of the staff 855 77 18 5 78 -2 W -2 W Connections with other forms of public transport 706 73 16 10 78 0 W 0 W Facilities for car parking 395 60 17 23 57 2 W 2 W Overall environment 1127 65 21 14 73 -5 E -4 W Your personal security whilst using the station 1018 74 23 3 76 -3 W 2 W The availability of staff 979 64 25 11 66 -4 W -3 W The provision of shelter facilities 1 984 66 19 16 69 -9 E - - Availability of seating 1 1070 53 19 28 50 0 W - - How request to station staff was handled 253 90 5 5 89 1 W -2 W TRAIN FACILITIES Overall satisfaction with the train 1 1175 81 14 5 86 -1 W - - The frequency of the trains on that route 1124 80 12 8 85 1 W -1 W Punctuality/reliability (i.e. the train arriving/departing on time) 1169 80 6 14 83 -2 W -6 E The length of time the journey was scheduled to take (speed) 1152 86 8 6 89 1 W -1 W Connections with other train services 643 77 14 9 80 -1 W -1 W The value for money of the price of your ticket 1139 49 18 33 54 -4 W 1 W Upkeep and repair of the train 1138 80 14 6 85 -2 W 0 W The provision of information during the journey 1075 76 16 8 80 3 W -1 W The helpfulness and attitude of staff on train 839 77 20 3 81 -2 W -1 W The space for luggage 912 55 21 24 58 5 Q 0 W The toilet facilities 515 48 26 26 52 0 W 0 W Sufficient room for all passengers to sit/stand 1143 70 14 17 74 4 Q -1 W The comfort of the seating area 1141 77 15 8 81 2 W 0 W The ease of being able to get on and off 1161 83 12 5 85 3 W 0 W Your personal security on board 1102 84 14 2 86 1 W -1 W The cleanliness of the inside 1167 78 14 8 84 -1 W -1 W The cleanliness of the outside 953 74 21 5 78 -6 E -5 E The availability of staff 963 63 29 9 67 -1 W -4 W How well train company deals with delays 325 51 34 14 57 0 W -1 W 33 3.8 Long-distance 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3 3.8 Long-distance East Coast Overall sample size 1234 Improved Q Unchanged W Declined E Spring 2013 Improvement/decline in % Improvement/decline in % satisfied or good since satisfied or good since Autumn 2012 Spring 2012 sample % % % TOC type % % significant % significant size satisfied neither/ dissatisfied satisfied or change change change change or good nor or poor good Overall satisfaction 1210 86 8 6 87 -6 E -2 W STATION FACILITIES Overall satisfaction with the station 1203 87 10 4 81 -1 W 12 Q Ticket buying facilities 330 87 8 5 83 1 W 3 W Provision of information about train times/platforms 1185 90 5 5 87 -1 W 3 Q The upkeep/repair of the station buildings/platforms 1167 82 12 5 75 -1 W 18 Q Cleanliness 1188 86 11 3 79 -2 W 14 Q The facilities and services 1048 76 14 10 68 -3 W 18 Q The attitudes and helpfulness of the staff 809 80 16 4 78 -3 W 4 W Connections with other forms of public transport 827 81 12 7 78 -4 W 1 W Facilities for car parking 351 51 23 26 57 -6 W 2 W Overall environment 1171 80 14 6 73 -2 W 16 Q Your personal security whilst using the station 1052 78 20 2 76 -2 W 8 Q The availability of staff 947 69 21 10 66 -4 W 2 W The provision of shelter facilities 1 944 70 17 12 69 -6 E - - Availability of seating 1 1084 43 23 34 50 -5 E - - How request to station staff was handled 215 87 6 6 89 -1 W 2 W TRAIN FACILITIES Overall satisfaction with the train 1 1212 87 9 4 86 -2 W - - The frequency of the trains on that route 1169 90 7 4 85 -1 W 0 W Punctuality/reliability (i.e. the train arriving/departing on time) 1194 83 6 11 83 -6 E -4 E The length of time the journey was scheduled to take (speed) 1174 88 6 6 89 -4 E -2 W Connections with other train services 633 77 14 9 80 -7 E -2 W The value for money of the price of your ticket 1156 56 20 25 54 -2 W 0 W Upkeep and repair of the train 1190 81 13 7 85 -1 W 2 W The provision of information during the journey 1139 80 14 6 80 -1 W 2 W The helpfulness and attitude of staff on train 962 84 14 3 81 -1 W 2 W The space for luggage 1030 63 19 18 58 -3 W 0 W The toilet facilities 807 50 25 25 52 -4 W -2 W Sufficient room for all passengers to sit/stand 1176 79 13 8 74 -2 W -1 W The comfort of the seating area 1189 80 13 7 81 -1 W 1 W The ease of being able to get on and off 1190 82 13 5 85 -2 W -1 W Your personal security on board 1138 86 13 1 86 -3 E 1 W The cleanliness of the inside 1201 85 10 4 84 0 W 3 Q The cleanliness of the outside 973 72 21 7 78 -5 E -4 W The availability of staff 1041 71 21 8 67 -1 W -1 W How well train company deals with delays 395 62 26 12 57 -7 W -1 W 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 3.8 Long-distance 34

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