Passengers are happier than ever with their experience at major stations on the West Coast Main Line, according to the latest National Rail Passenger Survey.: Liverpool Lime Street station

Tuesday 1 Aug 2017

Passengers are happier than ever with their experience at major stations on the West Coast Main Line, according to the latest National Rail Passenger Survey.

London North Western

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

Compared with spring 2016, satisfaction scores for all Network Rail stations on the west coast improved. Standout results include Birmingham New Street, which showed a 5.4% increase in satisfaction, and London Euston, which achieved an improvement of 2.2% despite running at twice its original design capacity.

Martin Frobisher, route managing director said “The improvement in passenger satisfaction across the board at all our major stations has been achieved through lots of hard work from all our station teams. This shows our commitment to continue delivering the highest levels of service and satisfaction to all those who visit our stations.”

Network Rail west coast station customer satisfaction scores vs. spring 2016:

  • Birmingham New St +5.4%,
  • London Euston +2.2%.
  • Manchester Piccadilly +1.7%,
  • Liverpool Lime St +0.7%

The Great North Rail Project, which will see over £1bn invested in the railway in the north and forms part of the national Railway Upgrade Plan, will improve rail services further and drive passenger satisfaction numbers even higher. 

Find out more about our London North Western route.

For more information on the Transport Focus survey click 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 -London North Western route
0330 854 0100

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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