Transport for Wales has secured a 91% customer satisfaction rating, placing it fourth among UK train operators in a national survey by Transport Focus.
The operator also saw punctuality rise from 82% to 88%, while passengers gave high marks for crowding, personal safety and cleanliness. The Office of Rail and Road confirmed a 5.5 percentage point improvement in rail performance, making TfW the most improved operator for the third consecutive period.
Welsh Government cabinet secretary for transport and north Wales, Ken Skates, said: “I am delighted with the progress TfW has made in transforming rail services across Wales to deliver an improved customer experience.
“These latest figures show that our commitment and investment to improving rail services across Wales is clearly paying off.
“New trains, more regular and reliable services, and now fares frozen, keeping the costs down for passengers, along with record investment in developing the South Wales Metro is helping us move in the right direction.
“And with the UK Government’s £14bn generational investment in our railways, there are more exciting times to come.”
Marie Daly, chief operating officer for TfW, said: “These recent statistics from Transport Focus, ORR, and UKCSI demonstrate that our investment into our rail services is now positively impacting our rail performance and the customer experience.
“Whilst it’s great to see improvements, we know there is much more to do.
“We’ll keep challenging ourselves to make things even better for our passengers this year.”
