ORR's National rail review Q3 2006-07: record passenger satisfaction as growing demand increases demand on the network

28 February 2007
ORR/06/07

The Office of Rail Regulation (ORR) today publishes its National rail review and Network Rail monitor covering the third quarter of 2006-07. The review shows an industry that is striving to meet demand and improving reliability and punctuality, with passengers showing increased overall satisfaction. Challenges remain, as evidenced by the fall in passenger satisfaction on the issue of crowding and the high level of risk presented by misuse of level crossings.

ORR Chief Executive Bill Emery said: “This issue of National review takes a look at the recent passenger survey showing the highest levels of overall satisfaction since these surveys began in 1999. Continued improvement to punctuality is a major factor contributing to this, and these improvements have been mainly down to the actions of train operating companies.

“But delays which are the responsibility of Network Rail have fallen slowly, if at all, in the last six months. Network Rail has achieved very significant reductions both in infrastructure failures and in levels of delay in the last three years, but these figures are no longer falling. The company needs to identify further opportunities to improve delivery in these areas.

“Passengers are also telling the survey that they are increasingly dissatisfied with levels of crowding as demand continues to grow. It is essential for Network Rail to show how it can continue to bring costs down through improved efficiency, while improving safety and performance so that capacity expansion may be affordable and offer good value for money.

"Finally, misuse of level crossings still represents the biggest single source of train accident risk. Today we are publishing a new policy statement to set out how we will contribute to further reductions in this risk.”
 
He added: “Last week’s train derailment in Cumbria is not included in the period covered by this quarter’s Network Rail monitor and National rail review. ORR is investigating this incident as part of its responsibility to find if there has been any breach of health and safety laws. Our thoughts are with those affected by this incident.”

The National rail review – Q3 (October to December) 2006-07 features a number of key industry issues, including:

• Passenger satisfaction – the latest survey of passenger perceptions by Passenger Focus shows the highest levels of satisfaction since the survey began in 1999. 81% of passengers expressed overall satisfaction with their journey.
• Train performance – the public performance measure (ppm) is on course to exceed the year-end target of 87.6%. This quarter’s figure is 88.4%, up 2.9% on Q3 last year. Delays caused by train operators were down 27% on this time last year; but delays caused by Network Rail have fallen slowly, if at all, in the last six months.
• Crowding – passengers are less satisfied with the level of crowding as demand continues to grow. Operators are seeking ways to spread demand more evenly between services but ultimately some expansion of capacity will be needed if long-term growth is to be accommodated. In the current Periodic Review it is essential for Network Rail to show how it can continue to bring costs down through improved efficiency so that increasing capacity may be affordable and offer good value for money.
• Safety – misuse of level crossings now represents the biggest single source of train accident risk. ORR today issues a new policy statement to set out how it will contribute to further reductions in this risk.
• Network Rail’s relationship with the industry – train operators show improved perceptions of the network operator in the latest survey, but scores remain poor. The company is now seen to be seeking to work in the best interests of the industry, and is making major efforts to improve its performance. However, it is not yet sufficiently commercial or responsive to the needs of its customers.

Network Rail monitor for Q3 (17 September to 6 January) 2006-07 shows:

Great Britain

• Performance – Network Rail delay in Q3 was higher than expected due to adverse weather and other external factors (notably cable theft). However, we remain confident that Network Rail will meet its year-end regulatory target for delay minutes, despite poor weather at the start of Q4.
• Infrastructure assets – there was continued improvement in management of the impact of infrastructure failures; but improvement in the overall condition of assets has stalled.
• Expenditure – Network Rail is expecting to spend ₤196m (3.4%) less than its budget for the year.

Scotland

• Performance – this continues to improve north of the border. The PPM for First Scotrail was 89.0% - 4.5% higher than the same time last year. This comes despite severe weather in Q3.
• Infrastructure assets – overall asset performance in Scotland continues to be as good or better than the performance across the network as a whole, based on year to date figures.
• Expenditure – Network Rail is forecasting to spend ₤14m (2.6%) less than budget for the year.

The National rail review comments on the issues and trends in the national rail industry in Britain, and incorporates the latest quarterly edition of the Network Rail monitor: with companion scorecards for England and Wales, and for Scotland. The National rail review draws on and includes access to National rail trends, which has become a rolling online data resource, enabling users to have access to the most up-to-date information possible.

Notes to editors

1. The National rail review is available on the ORR website.
2. National rail trends is available on the ORR website.
3. The Network Rail monitor and a commentary is available on the ORR website.

Press enquiries

ORR Press Office – 020 7282 2188