Northern Rail keeps up satisfaction ratings but value-for-money falls

July 21, 2009

The Passenger Focus Spring 2009 passenger survey shows overall satisfaction among Northern Rail passengers holding steady at 80%, a percentage point up on the same time last year. In the context of other rail operators Northern is virtually identical to the national average (81%) but worse than the average (86%) for Regional (i.e. excluding long distance and London area) operators.

January’s above-inflation fare rises hit the value-for-money rating of most operators, Northern included. Its figure this spring shows just 54% of passengers believe their ticket offers good value for money, falling 8% from the previous survey in August last year. The national level of dissatisfaction is so high that Northern’s score remains one of the best in the country: the overall average is a dismal 40% (down 6%) and for regional operators it’s 55% (also down 6%).


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