No rail satisfaction for FCC commuters

The National Passenger Survey, conducted by Passenger Focus between January and March, found 79 per cent of First Capital Connect customers were satisfied with the service provided to them with the national average standing at 87 per cent.

Only Greater Anglia had a lower rating.

More than 1,800 First Capital Connect passengers were surveyed. The company, which operates the Thameslink route between Bedford and Brighton which stops at Luton’s three rail stations, showed a one per cent improvement in customer satisfaction over the last year, but that figure was one per cent lower than in the poll six months ago.

More than 80 per cent of passengers travelling with First Capital Connect felt that they were provided with value for money, while 30 per cent were happy with how delays were dealt with.

Seventeen per cent felt satisfied with the availability of staff, although this figure is up five per cent from the spring survey of last year.

First Capital Connect bosses have said that their scores have risen since 2011 in 28 of the 32 categories.

Managing director Neal Lawson said: “We know we can do still better but across our network there’s an encouraging increase in satisfaction to 79 per cent. Customers will also see huge improvements coming on line with the stations they use such as Blackfriars and Farringdon.”