Merseyrail launches new survey to help improve services

Merseyrail has launched a new customer survey with the aim of improving the service it offers.

The operator which already enjoys one of the highest levels of customer satisfaction of any railway in the UK, with an average customer satisfaction of 91% in 2023, is committed to using the information it gathers to help drive further improvements.

The survey known as ‘Our Network’ asks customers for their views on a range of factors across their journey, from the reliability of trains, to station cleanliness and the helpfulness of staff.

Customers wishing to complete the survey will be able to access it across their journey, using QR codes that will be displayed on digital screens across the network. They’ll also be able to have their say through the train operator’s website, app and social media channels.

Unlike previous surveys Merseyrail has run, it will be ‘always on’ meaning that customers will be able to complete it throughout the year, allowing Merseyrail to build a far more detailed picture of customer feedback.

Neil Grabham, Managing Director of Merseyrail said, “Merseyrail exists to provide the best possible rail service to the people of the Liverpool City Region, part of doing this is to listen to feedback and continually challenge ourselves to improve what we do.

“By completing a survey, customers will be helping us to develop our network into one that we can all be proud of. Our teams will be reviewing the data from the survey continually and using it to plan improvements across our business.

“Customers should look out for the QR code at our stations, onboard our trains, social media channels or through our website to get involved in improving our network”.

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