How to Improve the VfM Offering in the Rail Industry. "What Rail Passengers Want!"
P Le Masurier, MVA Consultancy, UK
This Paper reports passengers' preferences for future rail services nationally and regionally, and shows how passengers¡¦ views are influencing the design of the next generation of rolling stock in Scotland.
MVA Consultancy worked with Passenger Focus to understand rail passenger perceptions in Great Britain and their priorities for future rail service improvements.
In Autumn 2009, the views of over 3,000 randomly selected passengers across Scotland, Wales and the nine government regions of England, have been analysed and this Paper will report passengers' perceptions on:
?Þ their satisfaction/dissatisfaction with current rail services;
?Þ the extent to which their expectations and needs are being met;
?Þ aspects of service where improvements would be most valued.
The Paper will include investigations for variations in perceptions and aspirations for the service by key traveller types, including personal profiles (ie gender, age, SEG) trip characteristics, (eg journey purpose) and, in particular, by region. The study findings will help shape tomorrow's rail service and they highlight that:
?Þ rail passengers are more satisfied than dissatisfied with the majority of journey attributes;
?Þ satisfaction has increased on a number of attributes since 2007;
?Þ there are a number of areas where the rail industry must do more to meet passengers' needs, including keeping passengers informed when there are delays; and
?Þ a consistent picture is emerging over where passengers want to see further improvements in rail service.
The Paper will also draw upon more recent MVA research, undertaken with Passenger Focus and Transport for Scotland, that demonstrates how passengers' views are influencing the design of the next generation of rolling stock in Scotland. Through a combination of qualitative and quantitative research we will report on passengers' preferences, and how they compare and contrast with industry's perceptions - including those of designers and engineers, operators and policy-makers.
Association for European Transport