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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 First TransPennine Express Overall sample size 1190 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 1167 85 8 7 87 -3 W -2 W STATION FACILITIES Overall satisfaction with the station 1159 86 10 4 81 0 W 0 W Ticket buying facilities 571 84 11 6 83 -4 W -4 W Provision of information about train times/platforms 1132 88 7 5 87 -3 W 0 W The upkeep/repair of the station buildings/platforms 1122 82 13 5 75 3 W -1 W Cleanliness 1132 86 11 4 79 3 W 1 W The facilities and services 1019 75 14 12 68 1 W 7 Q The attitudes and helpfulness of the staff 842 81 15 5 78 1 W 3 W Connections with other forms of public transport 773 76 15 9 78 -4 W 3 W Facilities for car parking 392 55 21 24 57 -3 W -7 W Overall environment 1122 79 17 4 73 1 W -2 W Your personal security whilst using the station 1008 80 17 2 76 0 W 3 W The availability of staff 960 72 19 9 66 3 W 3 W The provision of shelter facilities 1 978 75 15 10 69 -3 W - - Availability of seating 1 1060 58 21 22 50 -1 W - - How request to station staff was handled 187 91 3 5 89 2 W 3 W TRAIN FACILITIES Overall satisfaction with the train 1 1162 86 9 6 86 -2 W - - The frequency of the trains on that route 1126 84 7 8 85 3 W -2 W Punctuality/reliability (i.e. the train arriving/departing on time) 1155 82 7 12 83 -7 E -6 E The length of time the journey was scheduled to take (speed) 1130 89 6 5 89 1 W -2 W Connections with other train services 645 80 12 8 80 -1 W -1 W The value for money of the price of your ticket 1109 55 18 27 54 -2 W -1 W Upkeep and repair of the train 1143 90 7 3 85 1 W 2 W The provision of information during the journey 1081 82 12 6 80 2 W 2 W The helpfulness and attitude of staff on train 885 82 15 3 81 1 W 0 W The space for luggage 937 58 15 27 58 6 Q 8 Q The toilet facilities 484 53 24 23 52 -4 W -4 W Sufficient room for all passengers to sit/stand 1140 65 11 24 74 4 W 2 W The comfort of the seating area 1115 83 11 6 81 3 W 4 W The ease of being able to get on and off 1143 82 11 7 85 1 W -1 W Your personal security on board 1097 86 12 2 86 2 W 0 W The cleanliness of the inside 1156 86 10 4 84 -1 W -1 W The cleanliness of the outside 977 82 15 3 78 -3 W 0 W The availability of staff 1012 69 21 10 67 3 W 2 W How well train company deals with delays 311 53 29 19 57 3 W -3 W 37 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 Grand Central 2 Overall sample size 639 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 601 93 5 2 87 -3 W - - STATION FACILITIES Overall satisfaction with the station 609 87 8 4 81 -1 W - - Ticket buying facilities 265 87 6 7 83 4 W - - Provision of information about train times/platforms 590 90 5 5 87 1 W - - The upkeep/repair of the station buildings/platforms 591 86 9 5 75 -1 W - - Cleanliness 595 87 8 4 79 -1 W - - The facilities and services 525 69 13 18 68 -6 W - - The attitudes and helpfulness of the staff 385 80 14 6 78 5 W - - Connections with other forms of public transport 448 82 9 9 78 -4 W - - Facilities for car parking 257 56 15 29 57 1 W - - Overall environment 583 81 13 6 73 -2 W - - Your personal security whilst using the station 524 77 19 5 76 -1 W - - The availability of staff 466 68 20 12 66 7 Q - - The provision of shelter facilities 1 499 75 15 10 69 -5 W - - Availability of seating 1 544 51 19 30 50 -3 W - - How request to station staff was handled 94 89 6 5 89 1 W - - TRAIN FACILITIES Overall satisfaction with the train 1 608 91 7 2 86 -3 W - - The frequency of the trains on that route 602 77 12 11 85 3 W - - Punctuality/reliability (i.e. the train arriving/departing on time) 609 93 5 3 83 -1 W - - The length of time the journey was scheduled to take (speed) 586 89 7 4 89 -2 W - - Connections with other train services 322 83 13 5 80 1 W - - The value for money of the price of your ticket 602 75 12 13 54 3 W - - Upkeep and repair of the train 608 78 12 10 85 -6 E - - The provision of information during the journey 560 84 14 2 80 -2 W - - The helpfulness and attitude of staff on train 559 91 7 2 81 -1 W - - The space for luggage 557 77 13 10 58 -3 W - - The toilet facilities 450 55 20 24 52 -9 E - - Sufficient room for all passengers to sit/stand 602 91 7 2 74 -2 W - - The comfort of the seating area 601 89 7 4 81 -1 W - - The ease of being able to get on and off 593 90 8 2 85 0 W - - Your personal security on board 587 92 7 1 86 1 W - - The cleanliness of the inside 606 85 11 4 84 -4 W - - The cleanliness of the outside 533 80 16 4 78 -6 E - - The availability of staff 570 85 13 2 67 2 W - - How well train company deals with delays 103 73 16 11 57 -4 W - - 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012. 2. Grand Central did not take part in the survey in Spring 2012 3.8 Long-distance 38

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