Southern is worse for delays in survey

A Southern train ENGPPP00120101215144317
A Southern train ENGPPP00120101215144317

Southern Railway has been named worse for delays an annual passenger satisfaction survey of 21 operators.

Consumer campaigners Which? scored train companies based on the responses of more than 7,300 train travellers when asked about their journeys over the last 12 months.

Customer scores were based on overall satisfaction and the likelihood of recommending that train company to a friend. Which? also asked people to rate how they felt about factors like reliability, punctuality, value for money and cleanliness.

Southern trains came joint 18th with 46 per cent for overall customer satisfaction. Southeastern came 20th with 44 per cent.

Southern was the worst for delays with four in 10 (39%) saying they were held up the last time they travelled.

A spokesman for Southern said: “We care about what passengers think of us and we know that because of performance problems, our service has been below the levels expected.

“Although the Which? survey findings on overall satisfaction are inconsistent with the Passengers Focus National Rail Passenger Survey which said that 77 per cent of our passengers are satisfied overall, irrespective of the survey, we know that the key to improving satisfaction is improving performance.”

A spokeswoman for Southeastern trains said: “We are disappointed with the scores.The survey reflects a difficult autumn period.”