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Above average rating for trains Rail improvements 'still needed'
(30 minutes later)
Passengers on rail services in the south Wales valleys are more satisfied than the average rail user in Britain, a users' watchdog survey shows. Passengers on rail services in the south Wales valleys are more satisfied than the average rail user in Britain, a train users' watchdog survey shows.
Arriva Trains Wales achieved an 86% overall satisfaction rating from those questioned by Passenger Focus. The average across Britain was 83%.Arriva Trains Wales achieved an 86% overall satisfaction rating from those questioned by Passenger Focus. The average across Britain was 83%.
But the poll found satisfaction had dipped when it came to ticket-buying, staff availability and train frequency. But the poll found satisfaction dipped when it came to ticket-buying, staff availability and train frequency.
Arriva Trains Wales said it will use the results to help it improve.Arriva Trains Wales said it will use the results to help it improve.
Passenger Focus polled 754 passengers on the Arriva Trains Wales network as part of the its autumn 2008 National Passenger Survey (NPS).Passenger Focus polled 754 passengers on the Arriva Trains Wales network as part of the its autumn 2008 National Passenger Survey (NPS).
Satisfaction with the availability of parking facilities saw the largest rise - rising 10 percentage points to 58% - while satisfaction with on-train toilet facilities improved by six percentage points to 47%. It is pleasing to see that satisfaction with FGW's services has started to improve after a lengthy period of poor performance Stella Mair Thomas, Passenger Focus Board Member for Wales Satisfaction with the availability of parking facilities saw the largest rise - rising 10%s to 58% - while satisfaction with on-train toilet facilities improved by six percentage points to 47%. It is pleasing to see that satisfaction with FGW's services has started to improve after a lengthy period of poor performance Stella Mair Thomas, Passenger Focus Board Member for Wales
However, the survey found passengers' satisfaction had declined in other areas, such as ticket-buying facilities, which was 61% (down by 6%), the availability of staff at stations, which was 46% (down by 11%), and the frequency of trains, which was 76% (down by 6%).However, the survey found passengers' satisfaction had declined in other areas, such as ticket-buying facilities, which was 61% (down by 6%), the availability of staff at stations, which was 46% (down by 11%), and the frequency of trains, which was 76% (down by 6%).
Simon Pickering, Passenger Focus manager for Wales, said: "It is clear that while certain areas have improved, services and facilities at stations facilities are still short of passengers expectations."Simon Pickering, Passenger Focus manager for Wales, said: "It is clear that while certain areas have improved, services and facilities at stations facilities are still short of passengers expectations."
In a statement, Arriva Trains Wales said it noted that overall passenger satisfaction had gone up to 86% from 85% in the 2007 NPS study.In a statement, Arriva Trains Wales said it noted that overall passenger satisfaction had gone up to 86% from 85% in the 2007 NPS study.
The firm said: "While satisfaction over frequency of trains had gone down slightly, Arriva Trains Wales is hopeful that the improved timetable changes in December 2008 will be reflected in the next NPS study."The firm said: "While satisfaction over frequency of trains had gone down slightly, Arriva Trains Wales is hopeful that the improved timetable changes in December 2008 will be reflected in the next NPS study."
Customer services director, Ian Bullock, added: "While we are generally pleased with the results there are still clearly areas of the business that we need to improve."Customer services director, Ian Bullock, added: "While we are generally pleased with the results there are still clearly areas of the business that we need to improve."
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Meanwhile, First Great Western saw its customer approval rise seven percentage points to 80%, with 76% of those surveyed being satisfied with the punctuality and reliability of services, a rise of 10% on the previous year.Meanwhile, First Great Western saw its customer approval rise seven percentage points to 80%, with 76% of those surveyed being satisfied with the punctuality and reliability of services, a rise of 10% on the previous year.
In the train company's area, 2,949 passengers were surveyed.In the train company's area, 2,949 passengers were surveyed.
The biggest change was the number of passengers satisfied with the way the company dealt with delays, with a 12 percentage point rise to 42%.The biggest change was the number of passengers satisfied with the way the company dealt with delays, with a 12 percentage point rise to 42%.
Virgin Trains scored an overall satisfaction result of 84% (down 2%) and CrossCountry also 84% (up 2%).Virgin Trains scored an overall satisfaction result of 84% (down 2%) and CrossCountry also 84% (up 2%).
Passenger Focus board member for Wales, Stella Mair Thomas, said: "It is pleasing to see that satisfaction with FGW's services has started to improve after a lengthy period of poor performance."Passenger Focus board member for Wales, Stella Mair Thomas, said: "It is pleasing to see that satisfaction with FGW's services has started to improve after a lengthy period of poor performance."