Customer satisfaction surveyPeriod 2 (28th April- 25th May)

Highlights

10,441 incoming messages

8,569 incoming conversations.

• Our Net promoter Score for Period 2 (28th April- 25th

May) was 36 with 44% of our customers would recommend us to their friends and family.

• 78% of customers were satisfied with the overall on-board environment.

• 98% of customers were satisfied with their overall journey.

• 76% of customers were satisfied with the overall station environment.

• 96% of customers who had already purchased tickets were satisfied with the overall ticket buying process.

• 80% of customers were satisfied with how the delay they incurred was handled.

0%

5%

10%

15%

20%

25%

30%

35%

0 - - Leastlikely

1 2 3 4 5 6 7 8 9 10 - Verylikely

Likelihood of recommendation

Station

10,441 incoming messages

8,569 incoming conversations.

On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.

Responses typically took 1 minute 30 seconds to compose and send.

76% of customers were satisfied with the overall station environment.

88% were satisfied with the helpfulness of staff.

75% were happy with the cleanliness of stations.

56% were happy with toilet facilities.

50% were satisfied with the choice of shops.

64% were happy with the car parking facilities.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Ticket office orTicket VendingMachine (TVM)

CustomerInformation

Screens

Car park ing Wayfinding Station Upkeep ShelterFacilities

Cleanliness Toilet Facilities Availability ofStaff

Helpfulness ofStaff

Connectionswith otherforms oftransport

Security @Station

Step fromPlatform to

train

Availability ofseating

Choice of Shops

Station Environment

Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied

38%

39%

17%

4%

2%

Overall Station Environment Satisfaction

Very satisfied

Fairly satisfied

Neither satisfied or dissatisfied

Fairly dissatisfied

Very dissatisfied

On-Board

10,441 incoming messages

8,569 incoming conversations.

On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.

Responses typically took 1 minute 30 seconds to compose and send.

78% of customers were satisfied with the overall on-board environment.

83% were satisfied with the helpfulness of staff

74% were happy with the Wi-Fi on-board

86% were satisfied with their own personal security on the train

59% were happy with the on-board toilet facilities.

76% were happy with the digital information on board

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Digitalinformation

Manualannouncements

Upkeep/ repairof train

Cleanliness Toilet facilities Availability ofstaff

Helpfulness ofstaff

Space forluggage

Security onboard Availability ofseating

Comfort ofseating

Reservations(seat)

On-boardcateringprovision

Availability ofWi-Fi

On-board Environment

Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied

30%

48%

21%

1% 0%

Overall On-board Environment Satisfaction

Very satisfied

Fairly satisfied

Neither satisfied or dissatisfied

Fairly dissatisfied

Very dissatisfied

Ticket buying facilities and process

10,441 incoming messages

8,569 incoming conversations.

On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.

Responses typically took 1 minute 30 seconds to compose and send.

96% of customers who had already purchased tickets were satisfied with the overall ticket buying process.

• The 3 most popular methods of purchasing a ticket were;1. Ticket Office 2. On-board 3. TVM( Ticket Vending Machine)

81.9%

14.0%

3.0% 0.9% 0.2%

Very satisfied Fairly satisfied Neither satisfied ordissatisfied

Fairly dissatisfied Very dissatisfied

Satisfaction with ticket buying process

On-Board – Journey & Disruption

Very satisfied

60%Fairly satisfied

20%

Neither satisfied or dissatisfied

20%

Satisfaction with handling of disruption

98% of customers were satisfied with their overall journey.

No59%

Yes41%

Awareness of 'Delay-Repay'

Only 41% of customer's were aware of the Delay Repay compensation system. Find out morehere: https://tfwrail.wales/delay-compensation

Thank you