Birmingham New Street station users show their love as customer satisfaction levels rise: Birmingham New Street station

Thursday 28 Jan 2016

Birmingham New Street station users show their love as customer satisfaction levels rise

Region & Route:
| North West & Central

Passengers using Birmingham New Street are significantly happier with their station experience, according to the latest National Rail Passenger Survey.

Between spring 2015 and autumn 2015, following the opening of the newly redeveloped station in September, customer satisfaction rose from 66% to 81, reflecting the huge benefits delivered by the station’s redevelopment.

A key part of Network Rail’s Railway Upgrade Plan, the redeveloped Birmingham New Street station now boasts a concourse five times the size of the original 1960s station and is flooded with natural light with a plethora of new shops and facilities.

Patrick Power, Network Rail station manager, said: “It’s great that passengers are increasingly enjoying the experience of coming to the new Birmingham New Street station and my team work hard every day to try and make sure that we deliver excellent service to passengers. We’re always looking for ways to improve people’s journeys and these results demonstrate that we’re moving in the right direction.

“Back in 2010 when we started to rebuild the station, passenger satisfaction was down at 61%, so it’s great to see it jump to 81% today. The current figures still include passenger experience from before the new station opened so we hope to see passenger satisfaction rise even further as passengers get to know the station even better.”

Nationally, the survey shows that a slight increase in overall rail passenger satisfaction to 83 per cent across the country has started to reverse previous declines. However, the overall score for commuter satisfaction was 76 per cent, compared to 85 per cent for business and 90 per cent for leisure travellers.

The survey, carried out by independent watchdog Transport Focus, asked more than 28,000 passengers nationally for their views on the railway.

The full results of the survey can be found here.

Contact information

Passengers / community members
Network Rail national helpline
03457 11 41 41

Latest travel advice
Please visit National Rail Enquiries

Network Rail press office - North West & Central Region
0330 854 0100

About Network Rail

We own, operate and develop Britain's railway infrastructure; that's 20,000 miles of track, 30,000 bridges, tunnels and viaducts and the thousands of signals, level crossings and stations. We run 20 of the UK's largest stations while all the others, over 2,500, are run by the country's train operating companies.

Usually, there are almost five million journeys made in the UK and over 600 freight trains run on the network. People depend on Britain's railway for their daily commute, to visit friends and loved ones and to get them home safe every day. Our role is to deliver a safe and reliable railway, so we carefully manage and deliver thousands of projects every year that form part of the multi-billion pound Railway Upgrade Plan, to grow and expand the nation's railway network to respond to the tremendous growth and demand the railway has experienced - a doubling of passenger journeys over the past 20 years.

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