News > Press Releases >MVA Consultancy rail passenger information study highlights priorities for improvement

MVA Consultancy rail passenger information study highlights priorities for improvement

<< Go Back

MVA Consultancy has completed a joint project with Passenger Focus and National Rail Enquiries to carry out a study that will explore passengers’ needs for rail travel information, and their priorities for improvements in current provision. 

The study was designed to help assess the match between passenger priorities, the industry’s vision for future services, and potential ways to deliver that vision.

As part of its research, MVA carried out focus groups with commuters, business and leisure travellers and interviews with passengers who have impaired mobility, vision and hearing.

The research found that most passengers taking part in the survey were generally satisfied, although the main grievance highlighted was when train services are disrupted.

Martin Dix, project director at MVA, said: “Research has consistently confirmed that rail users place a high priority on the availability of information, with non-users citing the lack of easily accessible, accurate and timely information as one of the most important obstacles to using public transport.

“As the passengers’ representative body, Passenger Focus aimed to ensure that information provision is of the highest quality, and is directed and tailored to the needs of passengers. 

“MVA is delighted to have worked in close partnership with both organisations to help develop a vision for information delivery that is aligned to passengers’ priorities.”

Anthony Smith, Passenger Focus chief executive said: "Passengers taking part in this research were generally satisfied with the information they receive at present, except when services are disrupted.

“While giving a thumbs-up to the industry's proposed vision for passenger information, passengers also felt that the railway has its work cut out to make the vision a day to day reality."

Smith continued: "Passengers want staff on hand to provide information, particularly to double-check things and help re-plan journeys if something has gone wrong. People do want to get information through new technology, but not at the expense of staff on the ground.

“A key message in this research is the need for train companies to improve the flow of accurate information to their front-line staff so they are equipped to help passengers."

Chris Scoggins, National Rail Enquiries chief executive said: "The rail industry recognises that there is a lot to do in the area of improving information to passengers during times of disruption. National Rail Enquiries has led the work in this area and we worked with the rest of the industry to create the vision for passenger information. Our aim is to achieve the key messages in this vision in order to meet passengers' expectations."

For more information visit:

http://www.passengerfocus.org.uk/news-and-publications/press-release.asp?dsid=1784

Information for Editors:

Celebrating its 40th anniversary this year, MVA Consultancy provides advice on transport and other policy areas, to central, regional and local government, agencies, developers, operators and financiers.

For further information please contact:

Emma O'Sullivan on 01483 742925
or email eosullivan@mvaconsultancy.com

or

Sarah White on 01483 742975
or email swhite@mvaconsultancy.com

28 July 2008