Passengers more satisfied with Tarka Line service
FIRST Great Western is putting record customer satisfaction scores on the Tarka Line down to the fact that it is working more closely with community groups. The train operator has been working with groups including Devon County Council and the North Devo
FIRST Great Western is putting record customer satisfaction scores on the Tarka Line down to the fact that it is working more closely with community groups.
The train operator has been working with groups including Devon County Council and the North Devon Rail User Group to improve services for customers on the line. One of the most significant changes was increasing the number of trains per day to provide an hourly service between Barnstaple and Exeter.
As a result the line has seen an 11 per cent increase in passenger numbers in the past year.
Results of the National Passenger Survey (NPS), released by independent rail watchdog Passenger Focus, show a customer satisfaction score of 82 per cent, which is a two per cent increase compared to the previous year (2008), and a 10 per cent improvement since 2007.
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Customers said First Great Western had shown improvements in many areas of the survey, including the helpfulness of staff, ticket buying facilities, train running information and how well the company deals with delays.
Over the last 12 months, 92.14 per cent of First Great Western services arrived on time, more than three per cent better than for the same period last year.
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Just last month, during some of the worst weather conditions the region has seen in a generation, the company was able to keep 90 per cent of its services running for customers while other modes of transport struggled.
First Great Western Business Manager Julian Crow said: "These are fantastic results and I'm very proud of all my colleagues who have helped achieve them, and very grateful to the local organisations who's support has been tremendous.
"We are showing improvements in some key areas, but we still have work to do if we are to provide a truly exceptional service for all our customers.