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Train services in Hampshire rank poorly in customer survey

Two South West Trains services in Hampshire had some of the lowest customer satisfaction for safety, ticket value and punctuality

Aldershot railway station

Two train services used by commuters from the area are among the poorest in the country, according to the latest National Rail Passenger Survey.

They ranked in the bottom 20 out of 107 services for overall customer satisfaction.

Independent watchdog Passenger Focus quizzes between 500 to 1,000 passengers on each service.

Commuters are asked to judge areas such as cost, punctuality, security and toilet facilities.

The South West Trains (SWT) service from Reading to London Waterloo - which is used by Bagshot and Camberley passengers changing at Ascot - scored only 17% out of 100% for the quality of its bathrooms.

It was also ranked the 10th poorest overall out of more than 100.

The SWT Suburban service - which covers Farnham, Aldershot, Ash Vale, Hook, Winchfield, Fleet and Farnborough, and is also used by Ash, Frimley and Wanborough commuters - had an overall rating of just 31% for toilets and travel prices.

Tim Shoveller, chief executive of the South West Trains-Network Rail Alliance, said: "Around eight in 10 of our customers remain satisfied with our service and we are pleased to see increases in the ratings for stations and helpfulness of staff.

“Our network saw the impact of some of the wettest and worst weather conditions in centuries during February and March, which we know will have impacted on these latest customer satisfaction scores.  

"We have made good progress in repairing trains and infrastructure damaged by the storms. We are also continuing to invest in making our network more resilient."

Mike Roberts, Rushmoor borough councillor and a member of the Alton Line Users Association, commented: "The results, which are comprehensively done to cover all TOCs [train operating companies] show once again that there is much that SWT needs top do to deliver a good service for commuters locally.

"As a body we will continue to work with them and Network Rail to seek the improvements that we all require."

South West Trains Suburban service rating

Passenger Focus

 

 
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