Customer satisfaction surveyPeriod 4 (23 June 2019- 20 July 2019)

CSS; Headlines

10,441 incoming messages

8,569 incoming conversations.

• Our Net promoter Score for Period 3 was 21 with 34% of our customers would recommend us to their friends and family.

• 54% of customers were satisfied with the overall on-board environment.

• 92% of customers were satisfied with their overall journey

• 72% of customers were satisfied with the overall station environment.

• 97.1% of customers who had already purchased tickets were satisfied with the overall ticket buying process

• 71% of customers were satisfied with how the delay they incurred was handled.

0%5%

10%15%20%25%30%35%40%45%

0 - - Leastlikely

1 2 3 4 5 6 7 8 9 10 - Verylikely

Likelihood of recommendation

0%

20%

40%

60%

80%

100%

120%

Station Environment On-board Environment Journey Ticket Buying

CSS Vs NRPS

CSS NRPS SPRING

CSS; Who completed the survey?

10,441 incoming messages

8,569 incoming conversations.

• 77% of customers surveyed were travelling for leisure.

• 32% of customers used Transport for Wales Rail Servicesmore than once a week

• 99% of customers preferred to complete their survey inthe English language.

99%

1%Preferred language

English/ Saesneg Welsh/ Gymraeg

62.0%

37.8%

Customers identified as...

Female Male

Leisure77%

Business11%

Commuting12%

Reason for travelling

0%

5%

10%

15%

20%

25%

7 days a week 5 days a week A few times aweek

Once a week Every month A few times ayear

Less often This is the onlytime

Frequency of Travel on TfWR

CSS; Ticket buying facilities and process

10,441 incoming messages

8,569 incoming conversations.

On average the Twitter team received 372

messages a day and 65%

of tweets were within 10 minutes.

Responses typically took 1

minute 30 seconds to compose and send.

97.1% of customers who had already purchased tickets were satisfied

with the overall ticket buying process

Satisfaction with ticket buying facilities in the Spring NRPS was 74%.

• The 3 most popular methods of purchasing a ticket were;

1. Ticket Office (44% +1% from P3 )

2. On-board (17% +3% from P3)

3. App (12% +2% from P3)

• Coming in 4th, 9% of customers had not purchased a ticket yet and in

5th, 8% used a TVM.

80.9%

16.3%

1.0% 1.0% 0.8%

Very satisfied Fairly satisfied Neither satisfied or

dissatisfied

Fairly dissatisfied Very dissatisfied

Satisfaction with ticket buying process

CSS; On-Board – Journey & Disruption

7% of customers incurred a

delay.

86% of this sample would

have been ineligible to

claim for delay

compensation.

0-15

minutes

86%

15-30

minutes

14%

How long was the disruption?'

No

56%

Yes

44%

Awareness of 'Delay-Repay'

Very satisfied

50%

Fairly

satisfied

21%

Neither

satisfied or

dissatisfied

29%

Satisfaction with handling of disruption

95% of customers were satisfied with their overall

7% of customers incurred a delay.

CSS; Station

10,441 incoming messages

8,569 incoming conversations.

On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.

Responses typically took 1 minute 30 seconds to compose and send.

49% were satisfied with toilet facilities

51% were satisfied with the choice of shops.

40% were satisfied with the car parking facilities.

72% of customers were satisfied with the overall station environment

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Ticket office orTicket VendingMachine (TVM)

CustomerInformation

Screens

Car park ing Wayfinding Station Upkeep ShelterFacilities

Cleanliness Toilet Facilities Availability ofStaff

Helpfulness ofStaff

Connectionswith otherforms oftransport

Security @Station

Step fromPlatform to

train

Availability ofseating

Choice ofShops

Station Environment

Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied

29%

44%

22%

3%

2%

Overall Station Environment Satisfaction

Very satisfied

Fairly satisfied

Neither satisfied or dissatisfied

Fairly dissatisfied

Very dissatisfied

CSS; On-Board

10,441 incoming messages

8,569 incoming conversations.

On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.

Responses typically took 1 minute 30 seconds to compose and send.

39% were satisfied with the availability of Wi-Fi on-board

79% were satisfied with their own personal security on the train

32% were happy with the on-board toilet facilities.

54% of customers were satisfied with the overall on-board environment.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Digitalinformation

Manualannouncements

Upkeep/ repairof train

Cleanliness Toilet facilities Availability ofstaff

Helpfulness ofstaff

Space forluggage

Security onboard Availability ofseating

Comfort ofseating

Reservations(seat)

On-boardcateringprovision

Availability ofWi-Fi

On-board Environment

Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied

27%

29%

33%

10%

1%

Overall On-board Environment Satisfaction

Very satisfied

Fairly satisfied

Neither satisfied or dissatisfied

Fairly dissatisfied

Very dissatisfied

Thank you