The number of passengers satisfied with train punctuality and reliability has fallen, a national customer survey showed yesterday.
The proportion of passengers who reckon their ticket represents value for money has also dipped, the survey by rail customer watchdog Passenger Focus showed.
“The rail industry needs to redouble efforts to make sure that poor performance is spotted, understood and addressed,” said Passenger Focus chief executive officer Anthony Smith.
More than 32,000 passengers were surveyed this spring.
A total of 84 per cent were satisfied with their overall rail journey, compared with 83 per cent in a similar survey in spring 2010.
But the proportion of passengers satisfied with punctuality and reliability fell from 82 per cent in spring 2010 to 80 per cent.
The proportion of passengers satisfied with value for money for the price of their ticket nationally was 44 per cent in spring 2011, compared with 48 per cent in spring 2010.
The highest ratings for overall satisfaction were achieved by First Hull Trains (with 95 per cent of passengers satisfied), Heathrow Express (95 per cent), Merseyrail (91 per cent), the London to Tilbury and Southend company c2c (91 per cent) and Virgin Trains (90 per cent).
The lowest ratings for overall satisfaction were given to First Capital Connect (78 per cent), National Express East Anglia (78 per cent), First Great Western (82 per cent), Southeastern (82 per cent) and Southern (82 per cent).
Punctuality and reliability satisfaction ranged from 74 per cent for FCC to 97 per cent for Heathrow Express.
Passengers satisfied with the amount of room on their train ranged from 59 per cent for FCC to 91 per cent for First Hull Trains.
Overall, 36 per cent of passengers thought train companies dealt with delays either very well or fairly well, but the proportion of those who felt the information provided about delays was very well or fairly well handled rose from 41 per cent in spring 2010 to 44 per cent in spring 2011.
Mr Smith said: “Getting trains on time remains the key driver of passenger satisfaction.
“These scores are a salutary reminder of just how much some passengers are paying to use the railway.
“The next three years will see passengers hit by above-inflation fare increases. This must be the end of the era of massive fare hikes.”