More passengers than ever are happy with Birmingham New Street station: Birmingham New Street and Grand Central - platforms from above

Monday 31 Jul 2017

More passengers than ever are happy with Birmingham New Street station

London North Western

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

Between March and May 2017, 93 per cent of passengers who used the station were satisfied with their station experience, a rise from 66 per cent in Spring 2015 before the new station opened. The latest figures put Birmingham New Street at a record third place in the national rankings of customer satisfaction at all of Britain’s major stations.

The results reflect the £750m investment in the station to transform it into a world class transport hub and are a testament to the hard work and dedication of the station teams who help provide a customer service to match the surroundings.

Patrick Power, Network Rail station manager, said “It is really satisfying to see that passengers continue to enjoy their experience at the redeveloped Birmingham New Street and that we have been able to build on the previous rise we saw after the station reopened in 2015.

“It is really encouraging for me and my staff to see how passengers are enjoying and adapting to the new facilities. However, there is always room for continued improvement and will continue to strive to provide an even better service to passengers.”

The survey, carried out by independent watchdog Transport Focus, asked around 30,000 passengers nationally for their views on the railway.

Birmingham New Street station underwent a £750m redevelopment, transforming it from a dated and dark station to one of the best and brightest in Britain. The investment was a key part of Network Rail’s Railway Upgrade Plan and the redeveloped facility boasts a concourse five times the size of the original station which is flooded with natural light with an abundance of shops and facilities.

Contact information

Passengers / community members
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About Network Rail

Network Rail owns, manages and develops Britain's railway - the 20,000 miles of track, 40,000 bridges and viaducts and the thousands of signals, level crossings and stations (the largest of which we also run). In partnership with train operators we help people take more than 1.65bn journeys by rail every year and move hundreds of millions of tonnes of freight, saving almost 8m lorry journeys. We employ 38,000 people across Britain and work round-the-clock, each and every day, to provide a safe, reliable railway.

About the Railway Upgrade Plan

The Railway Upgrade Plan is Network Rail's investment plan for Britain's railways. It makes up two-thirds of Network Rail's £40bn spending priorities for the five years to 2019 and represents the biggest sustained programme of rail modernisation since the Victoria era. It is designed to provide more capacity, relieve crowding and respond to the tremendous growth Britain's railways continue to experience; passenger numbers have doubled in the past 20 years and are set to double again over the next 25 years - so we need to continue to invest in building a bigger, better railway. For passengers, that means:

  • longer, faster more frequent trains;
  • better, more reliable infrastructure; and
  • better facilities for passengers, especially at stations.

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