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Interview: Issue 597 25 May 2012

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Railways, England

Station environment ‘doesn’t drive passenger satisfaction’

Improvements to rail stations have little effect on passenger satisfaction, Passenger Focus’s research reveals.

“The core message [of what drives rail passenger satisfaction] is amazingly consistent: punctuality, value for money, getting a seat, frequency, and how disruption is handled,” says Smith. “Nothing’s ever said about stations. It doesn’t drive satisfaction at all. I mean you mustn’t let them fall down but you won’t get any boost to...

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