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First Great Western customer satisfaction is among the worst in the country, study shows

By North Devon Journal  |  Posted: August 17, 2014

First Great Western have come off poorly in the study.

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FIRST Great Western has been ranked among the worst in the country for customer satisfaction, in a study carried out by rail customer watchdog Passenger Focus.

The train firm, which runs mainline services in and out of Barnstaple and Tiverton Parkway, responded to the findings by saying it is working on building better trust with its customers.

The watchdog said many passengers did not feel train companies were "on their side" and did not trust them to provide a good day-to-day service.

The firm said it recognised problems and it was working to solve them.

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The study looked at:


Value for money

Problem resolution

Helpful staff on trains

Helpful staff at stations

The watchdog said: "To build greater trust with passengers, it is important not only to deliver a punctual and reliable service but also to build a stronger relationship with passengers, this being based on communicating openly and honestly."

A spokesman for First Great Western, said: "We recognise that there is this trust issue that affects not just FGW, but affects the railway as a whole.

"We recognise that it is something that we need to tackle if we want to build the relationship with customers that we want."

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  • Pixiegirl  |  August 17 2014, 9:45AM

    Took a return train journey from Barnstaple to Exeter last year with my children, NEVER AGAIN!! Too many people in too few carriages. It was like travelling in a third world country. I feel for people who have no choice and have to use this "service".

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