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Transport

Customer Satisfaction Survey Result Transport

Public Service	Customer Satisfaction	Direction of change	Key Drivers	Most Satisfied	Least Satisfied
Transport a) Trains	73% of passengers satisfied with their previous journey (SRA NPS Spring 2004)		Reliability Delays Journey time	Female Older DE	Commuters London/South East
b) Buses	Average evaluation of previous journey 80 out of 100 (DfT BQIs Q3 2003/4)		Reliability Frequency Vehicle quality	Female Older C2DE	Younger ABC1 Full-time workerrs London
c) London Underground	Average evaluation of previous journey 78 out of 100 (LU Customer Satisfaction Survey Q4 2003/04)		Journey time On-train security Station security

• Other than a drop post-Hatfield, particularly in ratings of reliability, passenger ratings of their most recent train journey have remained constant over recent years.
• Commuters in London and the South East are much less satisfied than the rest.
• Passengers' overall appraisal of the railway system is much lower than their rating of the last rail journey.
• Satisfaction with buses has remained fairly stable over recent years. Despite increases in London , passenger satisfaction remains lower in the capital than in metropolitan or shire areas.
• Overall satisfaction with London Underground has remained relatively stable for the last 10 years or so, following increases during the early 1990s.