Am I safe? Passenger perceptions of personal security Anthony Smith 18 March 2009

What do passengers tell us about personal security? Priority/importance –Passenger Priorities for improvements in rail service – June 2007 Passenger satisfaction (NPS) –Passengers asked for views of a ‘real’ journey –It enables us to monitor trends in passenger satisfaction over time and across TOCs –Asks questions about personal security at the station and on the train.

Importance of improvements RankAttribute 1Price of train tickets offer excellent value for money 2Sufficient train services at times I use the train 3At least 19 out of 20 trains arrive on time 4Passengers are always able to get a seat on the train 5Company keeps passengers informed if train delays 6Maximum queue time no more than 2 mins to purchase tickets 7Information on train times/platforms accurate and available 8Trains are consistently well maintained/in excellent condition 9Seating area on the train is very comfortable 10Passengers experience a high level of security on the train 11Personal security at stations is improved through CCTV/staff 12Good easy connections with other forms of transport 13Your journey time is reduced by five minutes 14The inside of the train is cleaned to a high standard 15Connections with other train services are always good Passenger Priorities for improvements in rail service – June 2007

Importance of improvements The train travels at a fast speed throughout the journey 17Station staff are available whenever required 18Facilities at stations are plentiful and of good quality 19Always a quick response to information requests at stations 20All trains have staff to assist 21All station staff are helpful and with a positive attitude 22Useful information is provided throughout the journey 23All train staff helpful and have a positive attitude 24There is sufficient space for passengers' luggage 25There are good quality toilet facilities on every train 26Station environment always pleasant and comfortable 27Stations are cleaned to a high standard 28All station building maintained to a high standard 29High quality car parking available 30The outside of the train is cleaned to a high standard Passenger Priorities for improvements in rail service – June 2007

Passenger Satisfaction

National Passenger Survey (NPS) Autumn 2008

Passenger Satisfaction National Passenger Survey (NPS) Autumn 2008

Passenger Satisfaction National Passenger Survey (NPS) Autumn 2008

Perceptions of security after dark Passenger satisfaction with Before 20.00After Personal security on stations 61%49% Staff availability on stations 48%35% Personal security on train 59%57% Staff availability on train48%37%

What do passengers tell us? Reasons for concern about security at stations 66% Saw anti-social behaviour 47% Lack of station staff 22% Lack of other passengers 19% Poor lighting 13% Lack of information 11% Saw vandalism or violence 7% Fear of terrorism National Passenger Survey : Autumn 2008

What do passengers tell us? Reasons for concern about security on trains 76% Saw anti-social behaviour 47% Lack of on-train staff 20% Lack of other passengers 11% Saw violence or vandalism 10%Lack of information 7% Fear of terrorism 4% Poor lighting National Passenger Survey : Autumn 2008

So what does all this mean? Staff –Passengers want a visible, trained staff presence Environment –CCTV and lighting help provide reassurance –Real time information – promotes confidence in the system