Which!!! announce that everyone's not happy with the trains

Which!!! have conducted their third annual train satisfaction survey and it is pretty obvious what the outcome is, considering that our train services are pretty lousy and, more pertinently, everyone loves moaning about trains.

The results showed that we have a very low level of satisfaction with most of the train companies. Which!!! came up with a score for each operator based on overall satisfaction and whether or not those polled would recommend it to a friend.

11 of the 19 companies looked at had a score of 50% or lower. Merseyrail trounced the opposition with a score of 70%, subsequently becoming the first train company to be a Which!!! Recommended Provider.

Here is a graphic containing the results.


They survey also found:

  • Nearly one in five (16%) of all passengers experienced a delay on their last journey (this rose to 26% for commuters)
  • One in five (21%) of commuters said they were likely to have stood on their last journey
  • One in ten (11%) said toilets were not in good working order – this rose to 20% for London Midland Trains, 19% for Southeastern and 17% on First Capital Connect
  • One in ten passengers (11%) told us they had cause to complain about the last journey they had taken, but three-quarters (75%) didn’t officially complain. Of those who did complain, more than half (55%) were dissatisfied with how it was handled.

Which!!! are now encouraging you lot to formally complain to train operators and share your findings with them on their website, so they can present their own findings to the train companies also.

Which? executive director, Richard Lloyd, said: "It’s disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don’t work. Seven rail franchises end in the next two years and we want to see passengers’ experiences put right at the heart of the tender process so companies respond to consumer expectations and can be held to account if they don’t."

Have a look at the dedicated Which!!! site where you can gripe about trains by clicking here.


    Which!!! should be Which? ... DUH
  • Daisy D.
    I'm calling bullshit. Merseyrail get 70% from just 99 customers, 98 of whom are crackheads on the way to do some robbing (the remaining one is the driver). Meanwhile Virgin get just 6% less from over four times the number of customers. Call Carol Vorderman.
  • someonehadtosayit
    The "dedicated Which site" link doesn't work - pls amend it.

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