News

Great Northern and London Overground top rail satisfaction survey

Survey find 92% of passengers using the two rail operators were satisfied with the service provided

A Great Northern train at Enfield Chase Station
A Great Northern train at Enfield Chase Station

Great Northern and London Overground have come joint top in the country for rail passenger satisfaction, according to a survey carried out by the independent national passenger watchdog Transport Focus.

The national Rail User Survey found that 92% of people were overall satisfied with both Great Northern and London Overground’s service from 24th March 2023 to 4th February 2024.

The Elizabeth Line came in at joint second place, along with Merseyrail, on 91%. Thameslink and Greater Anglia were not far behind, with both on 88%.

Jenny Saunders, customer services director for Govia Thameslink Railway, which operates both Great Northern and Thameslink services, said: “We’re delighted with these passenger satisfaction results but there’s always more to be done and we’ll continue working closely with our industry partners to give our customers a better service.”

The Transport Focus Rail Users Survey regularly asks a representative sample of 2,000 people across Great Britain about their public transport use. Those who have used rail in the past seven days are asked about their overall satisfaction with their most recent rail journey and with aspects such as punctuality and cleanliness.

Although Great Northern scored 92% overall, it only scored 70% for frequency and 59% for value for money, while Greater Anglia and Thameslink scored just 50% on value for money and 75% and 67% respectively for frequency. London Overground scored at least 73% across all categories.


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