Network Rail 2015 Customer Survey Report

Transcription

1 GfK 2015 GfK Business Network Rail Customer Report 2015 Network Rail 2015 Customer Survey Report Route Report: London North East and East Midlands Prepared by: December Dec-15 / 1

2 16-Dec-15 GfK 2015 GfK Business Network Rail Customer Report 2015 Contents Methodology and sample Route summary Route compared with overall findings Route key scores Additional findings Appendix / 2

3 GfK 2015 GfK Business Network Rail Customer Report 2015 Methodology and Sample 16-Dec-15 / 3

4 Methodology and sample Methodology Sample Response rates The questionnaire was revised to provide a more relevant question set which could be benchmarked going forward into CP5, with a continued focus on open-ended actionable results Mixed methodology of telephone and online interviews The survey was conducted between September 7 th and 16 th October, GfK interviewed senior Network Rail customers from TOCs and FOCs from sample provided by Network Rail 411 contacts were provided and a warm up letter was sent by Network Rail to all contacts on the sample prior to the interviews beginning. 282 interviews were achieved 6 telephone interviews 276 online interviews Overall response rate of 69% (70% in 2014 & 77% in 2013) 116 customers chose to answer about London North East and East Midlands. Base: All London NE & EM respondents (116) / 4

5 16-Dec-15 GfK 2015 GfK Business Network Rail Customer Report 2015 Route Summary / 5

6 Summary Key Findings Overall satisfaction with Network Rail and Route satisfaction have declined marginally since last year. Notable decline in train service performance, and this is now below the overall average. In terms of customer service attributes, the majority perform below the national average, most notably, being prepared to challenge, effective communication and taking ownership. Action Areas 1. Being customer driven and delivering what it says have low performance scores, but are both important in driving overall satisfaction. 2. Trusted to improve Britain s Railways is also a key driver to overall satisfaction but performs below average. 3. Train service performance is in decline and should continually be a focus area. 45% Overall Satisfaction Overall satisfaction has seen a slight decrease this year (-3% points). 48% Route Satisfaction Route satisfaction for LNE&EM is in line with the overall average of 46%. 36% Train Service Performance Train service performance has declined notably since last year (-19% points) and is now slightly behind the overall national average of 39%. 13% Advocacy Advocacy has dropped by -5% points compared to last year. 4. Satisfaction with safety has declined since last year and should be monitored. Green is an increase of 5% or more, Red is a decrease of 5% or more on 2014 Base: All London NE & EM respondents (116) 16-Dec-15 / 6

7 16-Dec-15 GfK 2015 GfK Business Network Rail Customer Report 2015 Route compared with overall findings / 7

8 Key scores Overall and route satisfaction is broadly in line with the national average, however, both have seen slight dips since last year % change since 2014 Overall satisfaction % satisfied Route satisfaction % satisfied Overall satisfaction = satisfaction with Network Rail as a whole amongst those operating on each of the routes Route satisfaction = satisfaction with each specific route amongst those operating on each of the routes Green is an increase of 5% or more, Red is a decrease of 5% or more on 2014 Base: All London NE & EM respondents (116) 16-Dec-15 / 8

9 Key scores Satisfaction with train service performance has seen a substantial drop since last year. Whilst advocacy has also dropped, it is in line with the national average % change since 2014 Satisfaction with train service performance % satisfied Advocacy % would speak highly Green is an increase of 5% or more, Red is a decrease of 5% or more on 2013 Base: All London NE & EM respondents (116) 16-Dec-15 / 9

10 Customer service attributes satisfaction LNE&EM performs below average on the majority of customer service attributes. Key issues seem to be poor communication and a lack of accountability Overall versus Route: % satisfied Overall LNE & EM Gap* Works collaboratively Prepared to challenge Effective communication Focus on long term strategic needs Takes ownership Learns and applies lessons learnt Customer driven Delivers what it says Cares about rail passengers Can be trusted to improve Britain s railways Q4c. Thinking about all of your experiences with Network Rail in the past 12 months, please indicate how satisfied or dissatisfied you are with Network Rail in the following areas? * Gaps of more than 5% are colour coded: green is 5% or more higher, red is 5% or more lower Base: All London NE & EM respondents (116) 16-Dec-15 / 10

11 Activity area satisfaction LNE&EM perform below average on the majority of activity areas, most notably route operations, franchised stations and depots and enhancement projects Overall versus Route: % satisfied Overall LNE & EM Gap* Route operations Strategic Route planning Managed stations Franchised stations and depots Delivery of enhancements projects Timetable planning Infrastructure maintenance and renewals Access planning Q21. How satisfied or dissatisfied are you with Network Rail performance with respect to? * Gaps of more than 5% are colour coded: green is 5% or more higher, red is 5% or more lower Base: All London NE & EM respondents (116) 16-Dec-15 / 11

12 16-Dec-15 GfK 2015 GfK Business Network Rail Customer Report 2015 Route key scores / 12

13 Overall satisfaction Whilst above national average, overall satisfaction for LNE&EM customers is still in decline Overall satisfaction: year on year % satisfied LNE & EM overall satisfaction: response breakdown compared with previous year Mean = 3.05 Mean = 3.15 Mean = % 4% 4% Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied 34% 22% 44% 41% 17% 21% 10 33% 33% 32% Overall LNE&EM Q1. Taking into account all of your experiences with Network Rail during the last 12 months as a whole, how satisfied or dissatisfied are you with Network Rail? 5% 2% 3% Overall 2015 LNE & EM 2014LNE & EM 2015 NET DISSATISFACTION SHOULD NOT EXCEED 15% AT ROUTE LEVEL Base: All London NE & EM respondents (116) 16-Dec-15 / 13

14 Reasons for overall satisfaction/dissatisfaction 45% of LNE&EM customers claim to be satisfied. The key reasons are collaborative working and a supportive route team 35% of LNE&EM customers claim to be dissatisfied. The key reasons are lack of continuity with NR representatives and operational performance Base: All London NE & EM respondents (116) 16-Dec-15 / 14

15 Route satisfaction Route satisfaction is in line with the national average, however it has declined slightly since last year with a lower proportion of those very satisfied Route satisfaction: year on year % satisfied Very satisfied LNE&EM route satisfaction: response breakdown compared with previous year Mean = 3.30 Mean = 3.36 Mean = % 6% 14% 37% 42% 37% 30 Fairly satisfied Neither Fairly dissatisfied Very dissatisfied 22% 20% 20% % 21% 23% 5% 4% 3% Overall LNE&EM Overall 2015 LNE & EM 2014LNE & EM 2015 Q19. How satisfied or dissatisfied are you with Network Rail on the following routes? Base: All London NE & EM respondents (116) 16-Dec-15 / 15

16 Reasons for route satisfaction/dissatisfaction 48% of LNE&EM customers claim to be satisfied. The key reasons are good communication with the route team and collaborative working 26% of LNE&EM customers claim to be dissatisfied. The key reasons are slow decision making process, poor response to issues Base: All London NE & EM respondents (116) 16-Dec-15 / 16

17 Overall train service performance Train service performance has declined 19%pts this year and is now slightly below overall national average. 80 Satisfaction with train service performance: year on year % satisfied Anglia train service performance - response breakdown compared with previous year Mean = 2.98 Mean = 3.43 Mean = % 6% 6% 34% 30% Very satisfied 48% Fairly satisfied Neither 22% 19% Fairly dissatisfied Very dissatisfied 26% 25% 30% Overall LNE&EM Q4c. Thinking about all of your experiences with Network Rail in the past 12 months, please indicate how satisfied or dissatisfied you are with Network Rail s part in overall train service performance 12% 10% 3% 8% Overall 2015 LNE & EM 2014LNE & EM 2015 Base: All London NE & EM respondents (116) 16-Dec-15 / 17

18 Customer perspective on train service performance LNE&EM customers believe Network Rail performs well on train service performance for the following key reasons: effective communication, supportive team LNE&EM customers believe Network Rail needs to improve on train service performance for the following key reasons: delays and poor planning, lack of customer focus Q5/Q6 If satisfied at Q4: You said that you were [satisfied] with Network Rail s part in overall train service performance, what is Network Rail doing well and is there anything that they could do to improve this experience further? Q5/Q6 If neutral/dissatisfied at Q4:You said that you were [neutral/dissatisfied] with Network Rail s [attribute selected], what could Network Rail do to make you satisfied in this area? Base: All London NE & EM respondents (116) 16-Dec-15 / 18

19 Advocacy: Whether customers would speak highly or critically of Network Rail Advocacy has dropped by 5%pts this year and is now in line with the overall national average Advocacy: year on year % speak highly Overall LNE&EM Speak highly without being asked Speak highly, if asked Neutral Critical if asked Critical without being asked Anglia advocacy - response breakdown compared with previous year Mean = Mean = Mean = % 4% 1% 12% 14% 13% 41% 35% 40% 34% 40% 36% 11% 8% 10% Overall 2015 LNE&EM 2014 LNE&EM 2015 Q3. Which of these best describes how you feel about Network Rail as an organisation overall, taking all you know about them into consideration? Base: All London NE & EM respondents (116) 16-Dec-15 / 19

20 16-Dec-15 GfK 2015 GfK Business Network Rail Customer Report 2015 Additional findings / 20

21 Drivers of satisfaction against route performance: LNE&EM MAINTAIN PROMOTE 4.00 Safety Performance 3.00 Timetable planning Strategic route planning Prepared to challenge Focus on LT Managed stations Strategic needs Infrastructure Access planning Taking ownership Franchised stations Effectiveness in communicating Capability to learn Trusted to improve Britain s railways Route operations Working collaboratively Train service performance Customer driven and delivering on promises have low performance scores but a large impact in driving overall satisfaction 2.00 Cares about passengers/customers Enhancement projects Delivering what it says Customer driven 0 MONITOR 5 10 ACTION 15 Importance REQUIRED 16-Dec-15 / 21

22 Satisfaction with safety Satisfaction with safety has dropped substantially by 12%pts this year and is LNE&EM is no longer performing above average in this area Satisfaction with safety: year on year % satisfied Overall LNE & EM Q4a. Thinking about all of your experiences with Network Rail in the past 12 months, please indicate how satisfied or dissatisfied you are with Network Rail always putting safety first Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied Anglia satisfaction with safety - response breakdown compared with previous year Mean = 3.92 Mean = % 46% 58% 12% 23% 9% Mean = % 44% 14% 9% 6% 9% 1% 1% 1% Overall 2015 LNE&EM 2014 LNE&EM 2015 Base: All London NE & EM respondents (116) 16-Dec-15 / 22

23 Reasons for satisfaction/dissatisfaction with safety 69% of LNE/EM customers claim to be satisfied with safety. The key reasons are an embedded safety culture and a consistent focus on safety 10% of LNE/EM customers claim to be dissatisfied with safety. The key reasons are lack of progress and preventative measures, an increase in safety incidents Base: All London NE & EM respondents (116) 16-Dec-15 / 23

24 Working with Network Rail compared to other organisations LNE&EM customers find it more difficult to work with Network Rail, generally due to slow decision making and uncertainty of who to contact. It's much easier 5% 4% It's slightly easier It's about the same 12% 8% 18% 22% Overall LNE&EM It's slightly more difficult 38% 34% It's much more difficult 23% 28% 0% 20% 40% Q7. Compared with other organisations you work with, how do you find working with Network Rail? Q8. Why do you say that? Base: All London NE & EM respondents (116) 16-Dec-15 / 24

25 16-Dec-15 GfK 2015 GfK Business Network Rail Customer Report 2015 Appendix / 25

26 Key scores Mean Scores Overall satisfaction Route satisfaction Train Performance Advocacy /2015 +/ /2015 +/ /2015 +/ /2015 +/- Total mean score TOC/FOC TOC FOC Route Route average Anglia Wales Wessex Western LNW LNE & EM South East Scotland Base: All London NE & EM respondents (116) 16-Dec- 15 / 26

27 Key scores customers on route TOC/FOC Mean Scores % Miles by Route 2015 Overall satisfaction /2015 +/- Route satisfaction /2015 +/- Train Performance /2015 +/ Advocacy 2014/2015 +/- Overall Route Score Total CrossCountry 9% DB Regio T&W 2% East Coast 17% East Midlands Trains 16% GTR 16% TOC Grand Central 2% First Hull Trains 1% London UG <1% Northern Rail 20% NYMR <1% Transpennine Express 8% Caledonian Sleeper <1% 3.33 NA 3.00 NA 2.33 NA NA Colas <1% DB Schenker 4% DirectRail Services <1% FOC Freightliner Ltd 1% Freightliner Heavy Haul 1% GB Railfreight 2% DCR <1% West Coast Rail <1% 3.00 NA 3.00 NA 3.00 NA NA TOC and FOC scores indicate score for respondents commenting specifically on route. N/A in trend data occurs where TOC or FOC did not comment on route last year. Base: All London NE & EM respondents (116) 16-Dec-15 / 27

28 Customer service attributes by route Mean Scores Total mean score Route average Safety /15 +/- Effectiveness in communicati on Customer Driven Prepared to challenge Taking ownership Working collaborativel y Delivering Long term strategic needs Capability to learn Cares about passengers/ customers Trusted to improve the railways in Britain Anglia Wales Wessex Western LNW LNE & EM South East Scotland Q4. Thinking about all of your experiences with Network Rail in the past 12 months, please indicate how satisfied or dissatisfied you are with Network Rail in the following areas? Base: All London NE & EM respondents (116) 16-Dec-15 / 28

29 Activity area satisfaction by route Mean Scores Route operations /15 +/ Infrastructure maintenance 2014/15 +/ Franchised stations & depots 2014/15 +/ Managed stations 2014/15 +/ Access planning 2014/15 +/ Timetable planning 2014/15 +/ Strategic route planning 2014/15 +/ Delivery of Enhancements Total mean score Route average Anglia Wales Wessex Western LNW LNE & EM South East Scotland Q21. How satisfied or dissatisfied are you with Network Rail performance with respect to? Base: All London NE & EM respondents (116) 2014/15 +/- 16-Dec- 15 / 29