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LM happy with progress on passenger satisfaction

From spring 2011 to autumn 2011, the percentage of customers satisfied with how London Midland coped with delays rose by an impressive nine percentage points.
 
The results, published today (January 26), report that 85% of passengers express overall satisfaction with London Midland Services, a rise of 2% over the same period. This is a percentage point higher than the national average across all train operating companies.
 
According to the latest National Passenger Survey, train upkeep and repair rose by 7%, station upkeep and repair rose by 5% and train interior cleanliness rose by 6%.
 
There were further increases including a 5% rise in attitude and helpfulness of station staff and 4% rise in availability of on-train staff. The score for the exterior cleanliness of trains rose by 8%.
 
The results are gathered twice a year by independent rail watchdog Passenger Focus.
 
London Midland’s commercial director Richard Brooks said: “We are very pleased that our customers recognise the continuing improvements we have made across our business. We won’t stand still and we will keep identifying ways to make our customers’ journeys go well.”