Perceptions are key, JACQUELINE STARR, Managing Director Customer Experience of the Rail Delivery Group, tells the Railway Study Association
The January 2017 National Rail Passenger Survey recorded an 81% overall satisfaction with the industry, although it should be said that performance levels are far from consistent between the train operating companies (TOCs).
31% of people think that TOCs earn excessive profits, with the public believing that 21p in every pound of revenue goes as profit. The reality is 3p.
Those who use trains the most (at least once a month) are likely to have their views shaped largely by their own experience, with some input from word of mouth. Those who never use trains rely presumably on word of mouth, though all will be affected by what they read or hear from the media.
When it comes to the detail of the difference in perception between users and non-users, non-users consistently have around 25% worse impression. While 58% of frequent rail users believe that rail travel is quicker than most other forms of transport, this slumps to 25% with non-users. Is rail travel safe in personal security terms? 56% of regular users say yes, but only 30% of non-users. And so on.
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