Perceptions are key, JACQUELINE STARR, Managing Director Customer Experience of the Rail Delivery Group, tells the Railway Study Association

Journey’s end: unit No 150230 rests at the buffer stops at Gloucester on 28 December 2016 after arriving on a working from South Wales.
John Stretton

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).

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