Who are we supposed to believe?

More rail passengers across Britain are satisfied with their train services than last year, according to the industry's watchdog Transport Focus.
But this new research seems to be completely contradictory to other research that we published on The Customer Service Blog last week from the consumer organisation ‘Which?’ suggesting that train customers are now LESS satisfied with their train service. So who do we believe?
According to the research by Transport Focus, 83% of the 27,000 people surveyed said they were satisfied with services, an improvement of 3% on last year.
But according to Anthony Smith, the CEO of Transport Focus: "These green shoots are fragile and need nurturing. This recovery will be under pressure from upgrade works, industrial relationship problems and rising passenger numbers. So the industry needs to keep a relentless, ongoing focus on performance and reliability."
Mr Smith added that customer satisfaction in London and south-east England had increased from 79% to 82%. He said: "The figures for Southern in particular show a significant recovery in passengers' experience with a number of factors including the helpfulness and availability of on board staff and also of staff at the station."

Who were the best and worst train companies?
Hull Trains and the Heathrow Express scored joint first in the National Rail Passenger Survey - with 97% satisfaction.
Southern Rail had the worst customer satisfaction rating. This is almost certainly due to a recent dispute between Southern Rail and the Trade Unions over plan to change the role of guards on driver-only trains resulted in extensive industrial action with 58,983 Southern services affected.
Thameslink, Great Northern, Great Western Railway and South Eastern were among the other low-scoring companies in the survey - although South Eastern's score was up by 10% from a year ago.

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