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Thursday 27 Jul 2017

Glasgow Central station top for customer satisfaction

Region & Route:

Scotland’s Railway: Scotland

Glasgow Central station topped the list of overall satisfaction for Network Rail-managed stations according to the spring 2017 National Rail Passenger Survey (NRPS).

With an overall passenger satisfaction score of 95.2% which was up 3.6% year on year, Glasgow scored higher than comparable stations across the UK, including London Kings Cross, Birmingham New Street and Liverpool Lime Street to come out on top.

The satisfaction rating was based on all aspects of the station’s performance including provision of train information, connections to other transport links, cleanliness, upkeep and repair of buildings and choice of shops, eating and drinking facilities

Conducted twice a year by independent watchdog Transport Focus, the survey is from a representative sample of journeys and covers passengers’ overall satisfaction and satisfaction on specific aspects of service.

27,290 passengers were surveyed across Britain as part of the NRPS between 30 January and 30 April this year.

Susan Holden, Glasgow Central Station manager, said: “Glasgow Central’s ranking as the top scoring managed station for passenger satisfaction is a tremendous achievement and a strong indication of the quality of service that Scotland’s railway provides.  

“The station team has been working hard to deliver a targeted plan that focusses on all areas of the passenger experience and their actions have certainly paid off achieving a best-ever score of 95 per cent satisfaction.

“These results are really encouraging and we will continue to work hard to maintain Glasgow Central’s pre-eminent position.”