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Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Arriva Trains Wales.
|Overall, how satisfied were passengers with the journey?||88%||88%||86%||83%||83%||89%||82%||82%||82%||83%|
|How satisfied were passengers with train punctuality and reliability?||86%||85%||86%||82%||78%||87%||80%||77%||80%||81%|
|How good was the cleanliness of the inside of the trains?||80%||78%||67%||73%||74%||77%||72%||71%||70%||71%|
|How satisfied were passengers with the value for money of the price of their ticket?||55%||54%||53%||54%||55%||57%||59%||58%||61%||57%|
Transport Focus assists passengers in resolving complaints with train companies through an appeals process.
Transport Focus handled 47 complaint appeals in 2016 about Arriva Trains Wales.
Using this graph you can explore the appeals to Arriva Trains Wales.
We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.
|Train service performance||8||17||33||10||13||19||21||18||14|
|Fares, retailing and refunds||11||12||23||14||20||15||9||11||5|
|Staff conduct and availability||13||7||14||11||6||10||9||9||2|
|Quality on train||11||13||13||6||7||14||11||7||9|
Complaint appeals relating to:
|Complaints handling||21||This is down 32% on the previous year|
|Train service performance||18||This is down 14% on the previous year|
|Fares, retailing and refunds||11||This is up 22% on the previous year|
|Staff conduct and availability||9||This is the same as the previous year|
|Quality on train||7||This is down 36% on the previous year|