Passenger perceptions of personal security on railways increases
24 May 2016 • Author: Katie Sadler, Digital Content Producer, European Railway Review
A report by Transport Focus has revealed industrywide initiatives designed to increase passenger perceptions of personal security on railways has been successful.
A Transport Focus report entitled Passenger perceptions of personal security on the railways, has revealed passengers’ sense of safety at stations and on trains has increased. This has been attributed to initiatives designed by Network Rail and train companies such as Mersyrail’s programme to stop very drunk passengers from using its services.
Passenger satisfaction with personal security on the train is 79 percent
Results highlighted in the report were extracted from the 2015 National Rail Passenger Survey (NRPS). Data showed that passenger satisfaction with personal security on the train was 79 percent, up from 76 percent in 2011. Likewise, satisfaction with personal security at the station in the 2015 NRPS was 73 percent. The autumn 2011 score was 65 percent.
We’ve found that the actions taken by the rail industry over recent years to make passengers feel safer have worked”
Anthony Smith, Transport Focus chief executive, said: “We’ve found that the actions taken by the rail industry over recent years to make passengers feel safer have worked. Naturally some initiatives have been more successful than others. A visible staff presence has stood out as really reassuring passengers.
“The industry must build on the findings of this report by continuing its focus on making passengers feel safe.”
The full Transport Focus report can be downloaded here.
The biggest cause for concern over personal security for passengers is anti-social behaviour by other people at the station and on the train. In addition, the report suggests passengers feel particularly vulnerable after dark. This perception can be lessened by a visible staff presence which helps to reassure passengers and enhance their sense of security.
Other key findings of the report include;
- targeted and time-limited bans of alcohol which are enforced and communicated properly to passengers can be effective;
- live-monitored CCTV and linked help points should be provided at stations where there isn’t a staff presence.
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