ORR's freight customer survey highlights optimism for rail freight sector

7 July 2010
ORR/23/10

Customers of rail freight companies believe that there is room for further growth in the rail freight sector despite the current economic climate, according to a new survey published today by the Office of Rail Regulation (ORR).

The Rail Freight User Survey 2010 - conducted with existing and potential rail freight customers to determine current levels of customer satisfaction and inform ORR’s work in the freight sector - found:

• Rail freight has been less affected by the current economic climate than other modes of transportation.
• There is potential for further growth if the market can deliver improved key customer requirements – competitive prices; responsiveness to customer needs; and reliability.
• High levels (74%) of customer satisfaction with freight industry organisations with which rail freight customers were in regular contact.

Speaking today at the Rail Freight Group (RFG) 2010 conference, ORR Chair Anna Walker said:

“This was our first freight customer survey for several years, and the results show that there is real appetite for using rail to transport goods.

“Through this survey freight customers have sent the rail freight sector a message that in order for it to achieve growth and prosperity they want to see significant improvements in what matters most to them – competitive pricing, responsiveness to customer needs, reliability of service and journey time.

“We all have a role in delivering these improvements and helping the rail freight sector go from strength-to-strength.”

Speaking at today’s RFG conference ‘Setting the agenda’, Anna Walker also highlighted the work ORR is doing to identify and remove barriers to the development of rail freight, to ensure Network Rail delivers its commitments effectively to the sector, and the need for industry to work collaboratively to identify efficiencies and environmental benefits across the sector.

Notes to editors

1. The results of the Rail Freight User Survey can be found at: http://www.rail-reg.gov.uk/upload/pdf/freight-user-survey-2010.pdf
2. The survey was carried out in order to gauge freight customers’ views on how well the industry is performing and to give their perspectives on ORR’s policies and actions. It sets the baseline for customers’ views on how well the industry is meeting their needs and identifies priorities for improvements. ORR will use this to inform work and measure improvements over the course of its 2009-14 corporate strategy.
3. There were 51 respondents to the survey representing a good cross-section of the industry.
4. ORR published freight customer surveys in 2000 and 2003. ORR will be conducting two more freight customer surveys during CP4.
5. A copy of Anna Walker’s slides “The future for rail freight: the regulator’s perspective” which she presented at the Rail Freight Group’s annual conference on 7 July is available on our website at: http://www.rail-reg.gov.uk/upload/pdf/rfg-conference-070710.pdf 

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