Merseyrail recognised as top UK train operator for customer satisfaction

Merseyrail has been recognised as the UK’s top train operator, achieving the highest overall customer satisfaction rating in the latest Transport Focus Rail User Survey.

With an outstanding overall satisfaction score of 93%, Merseyrail has reclaimed its position as the leading train operator for customer satisfaction in the UK, according to the survey conducted by independent transport watchdog, Transport Focus.

The city region’s rail operator also achieved the highest satisfaction rating in the country for punctuality and reliability, with a score of 89%.

The survey, which gathers insights from rail users across the UK, was conducted between December 2024 and May 2025 to provide a comprehensive assessment of passenger experiences.

Merseyrail Managing Director Neil Grabham welcomed the results:

“Achieving first place for customer satisfaction in the National Customer Survey reflects the dedication and hard work of the entire Merseyrail team”.

“We are committed to delivering a reliable and customer-focused rail service, and this recognition reinforces the trust and confidence our passengers have in us”.

Find out more about Merseyrail here.

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