Transport sector customer satisfaction hits rock bottom

20th Jul 2018

The transport sector has fallen even further behind other sectors in the latest UK Customer Satisfaction Index (UKCSI).

It has failed to improve from a significant drop in the January UKCSI, and lost a further two points in the process. This makes it the lowest performing sector for the second time in a row.

Rail travel is reported to leave 22.4% of UK passengers experiencing a problem. Customers reported poor online interactions when trying to report a travel problem. Customers also identified better reliability and punctuality as top priorities for improvement, as well as a strong need for more friendly and helpful staff.

Transport has scored a sector average of 72.5 (out of 100), with 14 of the 32 organisations scoring less than this. Southern Rail’s score of 56.3 is the sector low. Transport is now 5.4 points adrift of the all-sector average (77.9), the widest gap ever recorded. The Institute of Customer Service has called on government and regulators to incentivise higher standards of customer service across the lifetime of rail franchise.

Jo Causon, CEO of The Institute, commented: “Regaining the trust of dissatisfied customers must be central to the boardroom strategy – and the customer voice needs to be at the heart of these conversations if the sector is to stand a chance of turning things around. I urge Government and regulators to look at ways of incentivising higher standards of customer service across the lifetime of rail franchises.”

Despite rail organisations clocking poor results, airline service is consistently performing relatively highly in comparison. Jet2, Easyjet and Virgin Atlantic have scored at least one point higher than the sector average in every UKCSI since July 2015, with Flybe’s score improving by 2 points in the space of a year.

Share this