Responding to a survey by Which? on customer satisfaction with train companies, Michael Roberts, Chief Executive of the Association of Train Operating Companies, said:
“This is a far less representative survey than the research carried out every six months by independent watchdog Passenger Focus. Which? questioned less than a tenth of the number of people surveyed by Passenger Focus, whose results show that more than five out of six passengers are satisfied with their service.
“Train companies are attracting record numbers of people to the railways and over the last few years, more and more people have said they are satisfied with the service they get.
“But operators take all passenger feedback very seriously and they will continue to work hard to make sure improvements are focused on what is most important to customers.”
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