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Improved services bring record customer satisfaction for FGW

Thursday 4 February 2010

Continuing efforts by First Great Western to improve its services have been recognised by customers, with more than 82 per cent saying they are happy with the company’s service.

Results of the National Passenger Survey (NPS), carried out by independent rail watchdog Passenger Focus in November last year, show a two per cent increase in satisfaction compared to the previous year (2008), and a ten per cent improvement since 2007.

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.

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.

Scores improved in 25 of the 30 areas that the survey measures, with customers particularly noticing improvements in the availability and helpfulness of staff on trains, and the capacity on services.

The efforts of station teams also delivered improvements in customer information, cleanliness and the general upkeep of stations.

First Great Western Managing Director, Mark Hopwood, said: "These are fantastic results and I’m very proud of all my colleagues who have helped to achieve them. 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.

“We have lots of exciting plans for 2010 and are confident that the current £8million refresh of our turbo train fleet in the London and Thames Valley, which will be finished by March 2012, will increase our customer satisfaction figures even further. In the west of England we introduced some new journeys as well as extending existing ones when South West Trains’ services west of Exeter were removed at the end of 2009. And in Bristol we increased capacity on some morning and evening peak journeys at the end of 2009.

“Thank you to everyone at First Great Western for all your hard work over the last couple of years – it’s great to see it all paying off, and thanks to our customers who continue to travel with us.”

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