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Belgium
Only six out of ten pbadengers are satisfied with SNCB, according to a survey conducted by the railway company with 4,400 pbadengers. The main criticism of travelers: the lack of punctual trains, report Echo and De Tijd Tuesday.
Barely 60.9% of respondents gave SNCB a score of 7/10 or more, which represents a drop of nearly 5% compared to 2016. These results are also lower than those of 2015, yet not glorious.
The 13 parameters measured in the survey of 4,400 travelers all show a falling score. One third of travelers give a score of 4/10 or less for the punctuality of trains.
"The punctuality of trains plays an important role in pbadenger satisfaction," said SNCB spokesman Bart Crols. And in the last 12 months, the situation has only gotten worse. During the month of September, 83.9% of trains were "on time", which means they arrived at the station with a maximum of 6 minutes late. The number of trains removed has also continued to increase.
But punctuality is not the only annoyance for users. More than half of those surveyed also complain about the price of the ticket. Also noteworthy: the level of customer satisfaction with information – both in train stations, on trains and online – has fallen sharply.
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