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First Great Western train customers amongst least satisfied in UK

First Great Western train customers amongst least satisfied in UK

Anthony Organ

First Great Western (FGW) passengers are amongst the least satisfied in the country, according to new survey data.

The train company found itself six places from the bottom of a list of the country’s 23 train companies, ranked according to customers’ overall satisfaction.

The research was conducted by passenger watchdog Passenger Focus for its biannual National Passenger Survey (NGS) and showed that FGW failed to satisfy 20 per cent of its customers.

Last year, only 18 per cent were unsatisfied.

Chief executive of Passenger Focus, Anthony Smith, said: "Passengers are now the main overall funder of Great Britain’s railway, so it is vital that their key needs are met.

"Given that performance is the key factor that underpins most passengers’ general view of the railway, train companies and Network Rail must keep striving to get more trains on time."

More than 30,000 people across the nation were surveyed for this wave of the NGS, on around 30 specific aspects of train service.

The biggest problems highlighted by FGW customers included how well the company dealt with delays, with only 44 per cent satisfied, and overall value for money, with just 48 per cent satisfied.

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