Merseyrail launch 'Our Network' survey to improve service for customers

Merseyrail has launched a new customer survey initiative aimed at enhancing the overall passenger experience.

Despite already boasting one of the highest levels of customer satisfaction among UK railway operators—with an impressive average of 91% in 2023—Merseyrail is determined to elevate its service standards further through valuable customer feedback.

Unlike previous surveys, ‘Our Network’ will adopt an ‘always on’ approach, allowing customers to provide feedback throughout the year.

This continuous feedback will enable Merseyrail to gain deeper insights into customer preferences and expectations, ultimately facilitating more informed decision-making and targeted improvements across the network.

To ensure maximum accessibility, customers can participate in the survey through various channels, including QR codes displayed on digital screens across the network, the Merseyrail website, app, and social media platforms.

First passenger service of the new trains at Sandhills — Credit: Merseyrail

This multi-channel approach aims to engage a diverse range of passengers and encourage active participation in shaping the future of Merseyrail services.

Neil Grabham, Managing Director of Merseyrail, said:

“Merseyrail exists to provide the best possible rail service to the people of the Liverpool City Region, part of doing this is to listen to feedback and continually challenge ourselves to improve what we do.

“By completing a survey, customers will be helping us to develop our network into one that we can all be proud of. Our teams will be reviewing the data from the survey continually and using it to plan improvements across our business.

“Customers should look out for the QR code at our stations, onboard our trains, social media channels or through our website to get involved in improving our network.”