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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 Virgin Trains Overall sample size 1152 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 1129 92 6 3 87 -1 W 1 W STATION FACILITIES Overall satisfaction with the station 1120 79 15 6 81 -1 W -3 W Ticket buying facilities 315 83 13 4 83 -4 W 0 W Provision of information about train times/platforms 1108 87 9 4 87 0 W 0 W The upkeep/repair of the station buildings/platforms 1084 72 17 11 75 1 W 1 W Cleanliness 1092 75 16 9 79 -2 W 1 W The facilities and services 984 67 19 14 68 -4 W 5 W The attitudes and helpfulness of the staff 717 77 18 5 78 1 W 4 W Connections with other forms of public transport 763 84 9 7 78 -3 W 2 W Facilities for car parking 310 51 19 30 57 -4 W -7 W Overall environment 1095 70 18 12 73 0 W -1 W Your personal security whilst using the station 996 74 24 2 76 -1 W 2 W The availability of staff 839 63 25 12 66 1 W 3 W The provision of shelter facilities 1 782 69 17 14 69 -6 E - - Availability of seating 1 1004 43 16 41 50 -1 W - - How request to station staff was handled 182 88 7 5 89 -2 W 1 W TRAIN FACILITIES Overall satisfaction with the train 1 1128 93 5 2 86 1 W - - The frequency of the trains on that route 1087 90 6 4 85 -1 W 1 W Punctuality/reliability (i.e. the train arriving/departing on time) 1116 87 5 8 83 -3 W -2 W The length of time the journey was scheduled to take (speed) 1108 93 4 3 89 -1 W -1 W Connections with other train services 594 87 8 5 80 0 W -1 W The value for money of the price of your ticket 1071 61 16 23 54 1 W 2 W Upkeep and repair of the train 1121 91 6 2 85 3 W 2 W The provision of information during the journey 1064 88 9 3 80 4 Q 6 Q The helpfulness and attitude of staff on train 823 84 15 1 81 3 W 3 W The space for luggage 979 62 18 20 58 3 W 5 W The toilet facilities 722 60 20 20 52 4 W 7 Q Sufficient room for all passengers to sit/stand 1104 83 10 6 74 1 W 4 W The comfort of the seating area 1111 86 9 6 81 2 W 4 W The ease of being able to get on and off 1118 91 7 2 85 2 W 1 W Your personal security on board 1074 89 10 1 86 -1 W 0 W The cleanliness of the inside 1120 90 7 3 84 1 W 1 W The cleanliness of the outside 911 87 10 3 78 0 W 1 W The availability of staff 925 71 21 8 67 3 W 1 W How well train company deals with delays 304 64 26 10 57 4 W 10 W 39 3.8 Long-distance 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012

3 3.9 Regional Arriva Trains Wales Overall sample size 1248 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 1201 88 8 4 84 0 W 0 W STATION FACILITIES Overall satisfaction with the station 1188 78 15 7 79 0 W -1 W Ticket buying facilities 655 78 13 9 80 -3 W 2 W Provision of information about train times/platforms 1133 83 11 6 86 2 W 2 W The upkeep/repair of the station buildings/platforms 1141 69 19 12 78 3 W 3 W Cleanliness 1125 70 20 11 80 1 W 1 W The facilities and services 964 51 21 29 51 1 W 3 W The attitudes and helpfulness of the staff 873 76 16 8 77 -1 W 2 W Connections with other forms of public transport 744 66 19 15 74 -4 W -1 W Facilities for car parking 634 62 18 20 52 -7 E -1 W Overall environment 1126 68 21 10 73 2 W 2 W Your personal security whilst using the station 1032 70 23 7 70 4 W 3 W The availability of staff 980 65 19 16 66 5 W 8 Q The provision of shelter facilities 1 1060 70 17 13 72 -2 W - - Availability of seating 1 1093 54 19 27 59 -1 W - - How request to station staff was handled 198 92 2 6 88 6 W 3 W TRAIN FACILITIES Overall satisfaction with the train 1 1191 84 12 4 80 -2 W - - The frequency of the trains on that route 1146 78 10 12 79 1 W 0 W Punctuality/reliability (i.e. the train arriving/departing on time) 1191 85 8 7 81 0 W -2 W The length of time the journey was scheduled to take (speed) 1145 83 11 6 87 -2 W -1 W Connections with other train services 766 82 12 6 78 2 W 5 W The value for money of the price of your ticket 1154 54 18 29 53 -1 W -3 W Upkeep and repair of the train 1167 79 13 8 71 0 W 3 W The provision of information during the journey 1064 66 23 11 71 0 W 0 W The helpfulness and attitude of staff on train 1040 82 15 3 74 -1 W 1 W The space for luggage 1025 63 18 18 60 -3 W 4 W The toilet facilities 686 55 22 24 38 4 W 6 W Sufficient room for all passengers to sit/stand 1172 73 14 14 73 -1 W 2 W The comfort of the seating area 1168 78 14 8 72 2 W 1 W The ease of being able to get on and off 1169 85 11 4 83 1 W 3 W Your personal security on board 1114 86 12 2 79 4 Q 3 W The cleanliness of the inside 1192 78 14 8 73 -2 W 1 W The cleanliness of the outside 1005 70 22 9 65 -4 W 1 W The availability of staff 1097 73 20 7 61 3 W 2 W How well train company deals with delays 138 38 44 18 35 -4 W -2 W 1. Attribute added for the first time in Autumn 2012, so no comparison with Spring 2012 3.9 Regional 40

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