Railways: Standards

Department for Transport written question – answered on 30th January 2019.

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Photo of Gill Furniss Gill Furniss Shadow Minister (Business, Energy and Industrial Strategy) (Steel, Postal Affairs and Consumer Protection)

To ask the Secretary of State for Transport, what steps he is taking to improve the level of customer satisfaction in rail companies.

Photo of Andrew Jones Andrew Jones Parliamentary Under-Secretary (Department for Transport)

Passenger satisfaction is an absolute priority for the Department. We have introduced new measures on compensation, an independent rail ombudsman and commissioned an independent root and branch review of the railway. A £48 billion investment will help to modernise the network and deliver significant improvements in performance, punctuality and increase capacity of trains across the country.

We have also made significant improvements to our franchise incentives to ensure operators deliver a consistently high-quality experience for passengers, by including challenging customer satisfaction targets in Franchise Agreements which require operators to deliver increases in satisfaction across a range of key measures.

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