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Rail improvements 'still needed' Rail improvements 'still needed'
(about 7 hours later)
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. Passengers on rail services in the south Wales valleys are more satisfied than the average rail user in the UK, 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 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 would use the results to help it improve.
SURVEY OF ARRIVA Ticket buying facilities - 61% satisfaction (down by 9% on 2006)Availability of staff - 46% (down 11%)Frequency of trains - 76% (down 6%)Car parking facilities - 58% (up 10%)Satisfaction survey of Arriva Wales passengers. Source: NPS Autumn 2008 Passengers warm to personal touch
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%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 The survey asked people to rate several factors including station facilities, car parking, the availability and helpfulness of staff, punctuality of trains and ticket value for money.
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%). The survey found passengers' satisfaction had declined in some areas from the time of a previous survey in autumn 2006, including in ticket buying facilities, the availability of staff at stations and the frequency of trains.
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." However there were rises in the satisfaction rates in the availability of parking facilities and on-train toilet facilities.
Simon Pickering, Passenger Focus manager for Wales, said: "It is clear that while certain areas have improved, services and facilities at stations 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." SURVEY OF FIRST GREAT WESTERN Upkeep/repair of station buildings - 67% satisfaction (up by 6% on 2006)Cleanliness - 72% (up 5%)Punctuality/reliability of trains - 76% (up 10%)Value for money of tickets - 51% (up 6%)Satisfaction survey of First Great Western passengers. Source: NPS Autumn 2008
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." 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."
Change The customers of other train companies that serve Wales were also surveyed by Passenger Focus.
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. First Great Western saw its customer approval rise seven percentage points to 80% from the 2,949 passengers questioned.
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%.
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."
Have rail services improved in Wales recently? Tell us your views on the form below and we will publish a selection of opinions.
In September I travelled by train from Scotland first class. When I changed at Swansea the Arriva train I had to get on was packed and many people were standing with their case.The train was very shoddy and was a real comedown from the first class compartment of the First Great Western I had just got off.
Why can't Arriva had some decent trains for a change?millie, Wales
Arriva really needs to get its act together especially with its bus and train connections.
For example, taking the line from Birmingham to Mid and North Wales from early evening there is no connection at Machynlleth up the Cambrian Line. But there is a connection which one can catch which is two hours later and arrives on the Lleyn after their last bus has gone. Of course one could try to catch the express X32 North but that's timed to miss the train's arrival by a few minutes. Train travel through Wales would be massively improved if the Cambrian Line could somehow join up to the North Wales Coast line at Bangor and south from Aberystwyth to Carmarthen once more. But this would be down to the Welsh Assembly whose eyes, sadly, are only ever on the M4 corridor and they never see anything more than twenty miles from the South Welsh Coast. Travelling from North Wales to South Wales by train currently means taking a slow route via England which takes the best part of the day.Malcolm Smith, Porthmadog
I catch at least 2 trains a day and have never completed a survey... If I did my score would show the truth.. the fact that I pay over £600 a year for a ticket and rarely get a seat makes me very unsatisfied!Stephen James, Cardiff
The surveys given out by Arriva are heavily flawed. The surveys only ever ask about the current journey and not about your general opinion. and surprisingly enough every time i have been asked to fill in the survey the train has double the amount of carriages and is on time. Is that a co-incidence?? Perhaps they should have people taking surveys on every journey if this is the effect they have on punctuality.Gemma McDonald, New Tredegar
Could not disagree more - let's remember that when these surveys are carried out they specifically state that you are only to comment 'on the journey you are currently making only'. How does this give a clear overall picture. Arriva Trains Wales remain one of the worst operators in Europe...the whole of the uk rail network needs pulling into the 21st century. That applies to rolling stock (which is seeing improvement) and outdated timetabling (what's with winter/summer and Sunday times - do we do things differently in these periods - we do if we want to use public transport).Steve,
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