Train firm suffers low ranking from users

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Train operator London Midland has been ranked sixth from the bottom in a customer poll about the best and worst UK train companies.

The firm was given a 45 per cent approval rating by the 431 customers that were surveyed by consumer publisher Which?

Research carried out in November asked adults about their train journeys in the past 12 months with scores based on overall satisfaction and likelihood to recommend the company.

The train company to come bottom in the table was First Capital Connect, while top of the poll was Richard Branson’s Virgin Trains.

In the survey breakdown London Midland was given two stars out of five by customers for frequency, punctuality, reliability and room but secured three stars for cleanliness and value for money.

A spokesman for the train firm said: “Independent watchdog Passenger Focus last month reported that 83% of passengers are satisfied with London Midland services. This survey also saw us achieve some of the highest scores of the London Midland franchise so far. We will continue to work hard to deliver services that passengers want and expect.”

The watchdog survey was carried out in autumn last year – between September 1 and November 12 – and showed customer satisfaction with facilities and services had improved when compared to the same questionnaire carried out in spring 2012. However, there was a drop in satisfaction for frequency of trains, punctuality, length of time journey was scheduled to take and the ease of being able to get on and off.

Out of the 35 questions put to train users, the most were dissatisfied with London Midland’s availability of seating – 30 per cent ranked it as poor.