Network Rail praised for reliability but not customer satisfaction

The Office of Rail Regulation (ORR) has praised Network Rail for improving the reliability of its services but says it still has some way to go on efficiency.

In its fifth annual survey of the rail provider, the ORR highlighted falling levels of customer satisfaction and a less than perfect safety record.

It said overall health and safety improvements had been marred by the death of two track workers between April 2007 and March 2008.

The two workers died after being struck by trains at Reading and Ruscombe Junction.

The report showed that Network Rail spent around £650m on enhancement schemes over the year, an increase of around £250m compared with the previous year.

It overspent on enhancements by £64m, spending £341m against a budget of £277m.

The ORR sent the rail provider a warning that it must improve operations, particularly to boost customer satisfaction.

“Our assessment highlights that the company still has some way to go on efficiency,” the report said.

“It will have to learn from the working practices of its peers if it is to deliver the best value for taxpayers and fare-payers over the course of the next year and the new control period.

“We note a deterioration in levels of satisfaction among Network Rail’s customers which shows that the company still has to find ways of improving the service it provides to rail operators.”

Network Rail and ORR are currently embroiled in a disagreement over the budget the rail provider needs for the next five years.