Merseyrail crowned UK's top train operator in 2025 survey

[Djgr]

Lots of people on this forum aren't going to like this!

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.

The Rail User Survey regularly asks a representative sample of 2,000 people across Great Britain about their public transport use. Those who used rail in the last seven days are asked about their overall satisfaction with their most recent rail journey and with aspects such as value for money, punctuality and cleanliness.

https //www liverpoolworld uk/news/merseyrail-recognised-as-the-uks-top-train-operator-5171606

 

[saismee]

2000 people isn't a very big sample size...

 

[Bertie the bus]

No real surprise. There have been problems with the 777s but the trains are decent (when they work) the fares are very reasonable and, despite its often fairly inner city nature, I have never felt uneasy or threatened when using Merseyrail.

 

[Bletchleyite]

No real surprise. There have been problems with the 777s but the trains are decent (when they work) the fares are very reasonable and, despite its often fairly inner city nature, I have never felt uneasy or threatened when using Merseyrail.

Been using it this week. The 777s are already looking scruffy to add to their general rubbishness, and the network retains its general dilapidated feel. Make something nice and fail to maintain it might as well be the mantra. Oh, and I felt like I was in about 1980 buying a paper ticket at a booking office when I should just be tapping in and out with contactless.

== Doublepost prevention - post automatically merged: 17 Jun 2025 ==

No real surprise. There have been problems with the 777s but the trains are decent (when they work) the fares are very reasonable and, despite its often fairly inner city nature, I have never felt uneasy or threatened when using Merseyrail.

Personal security is one thing they do manage well because there are staff everywhere (though this is very costly). Having said that even with their feet on seats patrols in place other minor ASB like playing music out loud and littering are still rife.

 

[jamesst]

Been using it this week. The 777s are already looking scruffy to add to their general rubbishness, and the network retains its general dilapidated feel. Make something nice and fail to maintain it might as well be the mantra. Oh, and I felt like I was in about 1980 buying a paper ticket at a booking office when I should just be tapping in and out with contactless.

== Doublepost prevention - post automatically merged: 17 Jun 2025 ==



Personal security is one thing they do manage well because there are staff everywhere (though this is very costly). Having said that even with their feet on seats patrols in place other minor ASB like playing music out loud and littering are still rife.

They really aren't looking scruffy and a supposed general dilapidated feel? Dont make me laugh, far worse areas round the country.

Having said that I'd take any of these surveys with a pinch of salt and i imagine anyone who works frontline would say the same.

 

[Bletchleyite]

They really aren't looking scruffy and a supposed general dilapidated feel? Dont make me laugh, far worse areas round the country.

That much of Northern is far worse isn't an accolade, unless we have descended into "least worst" being the best the railway can do, which is utterly depressing.

Yesterday's observations at and around Ormskirk:
- Flickering fluorescent tubes
- Bog doorhandle loose
- Bog filthy and unkempt
- Bog roll holder falling off
- Paint fading all over the station
- A lot of failed LEDs on the lighting of some 777s
- Loose panels on some 777s e.g. around the PIS screens

And while I haven't gone to Liverpool yet I bet the Kirkdale footbridge will still be rusting away, and in the deep level stations the fire door auto closers will still be hanging off at eye level.

A fair bit of this is to be fair vandalism, but you really do need to keep on top of it. It just looks like (and always did look like) nobody really properly cares about it.

 

[jamesst]

That much of Northern is far worse isn't an accolade.

But I never said that did i?
Your anti merseyrail whinging is almost legendary on this forum

 

[Bletchleyite]

But I never said that did i?

You said there were far worse areas around the country. And there are. But that's no excuse.

Your anti merseyrail whinging is almost legendary on this forum

I personally believe it to be justified based on what I see when I use the network. It just spends on the wrong things - huge numbers of staff and incredibly expensive customised trains that aren't even very good - while failing to deal with the important basics of presentation like cleaning properly, a good coat of gloss and anti-rust on all the paintwork each year, basic repairs to things visible to passengers etc, as well as failing to sell tickets in the way the vast majority of passengers want to buy them in 2025.

 

[A S Leib]

2000 people isn't a very big sample size...

The final Survation poll before last year's general election had a sample size of 1679 and was one of the most accurate out of the late June / early July non-MRP polls, although I think this is off-topic unless Merseyrail's decided they're doing well enough running trains to set up a side business in political consultancy.

 

[Horizon22]

2000 people isn't a very big sample size...

That's how representative samples work. Opinion polls on voting are similar. Merseyrail had 166.

That much of Northern is far worse isn't an accolade, unless we have descended into "least worst" being the best the railway can do, which is utterly depressing.

Yesterday's observations at and around Ormskirk:
- Flickering fluorescent tubes
- Bog doorhandle loose
- Bog filthy and unkempt
- Bog roll holder falling off
- Paint fading all over the station
- A lot of failed LEDs on the lighting of some 777s
- Loose panels on some 777s e.g. around the PIS screens

And while I haven't gone to Liverpool yet I bet the Kirkdale footbridge will still be rusting away, and in the deep level stations the fire door auto closers will still be hanging off at eye level.

A fair bit of this is to be fair vandalism, but you really do need to keep on top of it. It just looks like (and always did look like) nobody really properly cares about it.

It's quite likely that the majority of Merseyrail passengers don't really care about many of these things. Certainly they are not weighted highly.

Punctuality and cleanliness score very highly - https://www.transportfocus.org.uk/publication/rail-user-survey-train-operator-results-10/

 

[jamesst]

That's how representative samples work. Opinion polls on voting are similar. Merseyrail had 166.




It's quite likely that the majority of Merseyrail passengers don't really care about many of these things. Certainly they are not weighted highly.

Punctuality and cleanliness score very highly - https://www.transportfocus.org.uk/publication/rail-user-survey-train-operator-results-10/

Exactly. Forget the usual whingers on here, passengers want a train that turns up and gets them to there destination on time. That's where merseyrail passengers have been badly let down in recent times and where they deserve better.
Hopefully with the increasing reliability and forthcoming 8cars on more lines this should improve.

 

[chris_in_salop]

You said there were far worse areas around the country. And there are. But that's no excuse.



I personally believe it to be justified based on what I see when I use the network. It just spends on the wrong things - huge numbers of staff and incredibly expensive customised trains that aren't even very good - while failing to deal with the important basics of presentation like cleaning properly, a good coat of gloss and anti-rust on all the paintwork each year, basic repairs to things visible to passengers etc, as well as failing to sell tickets in the way the vast majority of passengers want to buy them in 2025.

I can never get over how great the Merseyrail Electrics are every time I use them. Smart new trains with lots of carriages, low fares, regular service even on Sundays, tidy stations. Frankly any Scouser who's complaining doesn't realise how good they have it.

 

[parkender102]

I'm an infrequent user but have been using Merseyrail for over 30 odd years.

The new 777 in my opinion are superb and perfectly adequate for the generally short journeys undertaken by most passengers. The professionalism of the staff is outstanding considering the 'Big City' problems they have to deal with and the usual fare dodging and antisocial behaviour.

'Firm but fair' seems to be their motto, and the high presence of Security Staff on trains is to be applauded.

My wife and I returned to the Wirral on a late Sunday Evening Service after a show in Liverpool 3 weeks ago and the presence of some youngsters and some sort of altercation / fare dodging was nipped in the bud with no drama whatsoever by 4 or 5 Security Staff on the train. I've always felt safe on their services and the frequency is excellent - maybe not up London Frequency but pretty damn close.

As said earlier, Punctuality and Cleanliness score high on the services I've used.

 

[Horizon22]

For the record, placing dead last is Crosscountry with an overall satisfaction of 75, some way below any other operator. "Level of crowding" and "cleanliness" are notably low, which will surprise few.

 

[chesterred16]

I've been a frequent user of Merseyrail in the past, less so now although I still live on the network. For an urban metro operator the train services are pretty good, it's frequent enough to turn-up-and-go, punctuality issues don't matter for the same reason. They've got a rep for skip-stopping to recover delays but it's never happened to me. You do get ASB but the network is so small and the stops so frequent that the yobs are often only on for a few minutes anyway. It's hugely overstaffed in comparison to many metros but that does make the stations feel safe at least. The trains are boring but the survey isn't aimed at spotters.

The main negative is ticketing. No mobile or app ticketing of their own, passengers not allowed to use any other operators' app ticketing and this isn't always made clear, ticket machines at unstaffed stations that don't allow ToD collection. Surely tap on/tap off can't be far away now, at least. They did talk about something called 'Walrus' but publicity around it was so bad that nobody around where I live had heard of it, and even I'm not sure if it ever got beyond a trial phase. I think there's still a reader at Bache but I've never seen it used.

 

[Krokodil]

They get the basics right. They're frequent, reliable, safe and don't suffer from excessive amounts of crowding.

Being a self-contained operation helps of course, and they've an inherent advantage as an urban metro in that one's tolerance for things like crowding are much higher than on intercity services. With this in mind, it's only fair to compare like-for-like.

 

[nick291]

Merseyrail all around is a great operator and I have nothing but good things to say about them. Other than an awkward interaction last time I was there with a Security Guard/Gateline staff at Liverpool Central but that was more down to the fact the station layout confused me as I'd never gotten off there before. The MToGo shops have a good variety of food, drink and souvinirs and are always worth a visit.

 

[J-2739]

Lots of people on this forum aren't going to like this!

Why?

 

[Energy]

For the record, placing dead last is Crosscountry with an overall satisfaction of 75, some way below any other operator. "Level of crowding" and "cleanliness" are notably low, which will surprise few.

Finding XC to be overcrowded is like finding the sky to be blue

The main negative is ticketing. No mobile or app ticketing of their own, passengers not allowed to use any other operators' app ticketing and this isn't always made clear, ticket machines at unstaffed stations that don't allow ToD collection. Surely tap on/tap off can't be far away now, at least. They did talk about something called 'Walrus' but publicity around it was so bad that nobody around where I live had heard of it, and even I'm not sure if it ever got beyond a trial phase. I think there's still a reader at Bache but I've never seen it used.

Adding a bank card to Metrocard and tap-and-go payments are planned for this summer, and tapping with bank cards will come later. Its been delayed before though.

 

[Penmorfa]

But I never said that did i?
Your anti merseyrail whinging is almost legendary on this forum

Yes, I must agree with that.

 

[WirralLine]

I must agree with @Bletchleyite on some aspects here - the network is looking a bit shabby particularly the stations - but there are definitely worse. A lot are in need of a lick of paint and a general tidy up. The loop line stations are all looking a bit untidy lately with yellow/black hazard tape holding various panels and access flaps shut, the obvious issue of ground water seeping in with absorbant mats and rusty smears all over the place.

The 777s are a lot more reliable than they were, but I did notice a lot of LEDs not working on the saloon lights as mentioned above. Some of the earlier accepted units are starting to look at bit grubby on the line (particularly under the seats).

Overall though at least the network is generally usable now.

 

[RichardAsh1981]

Adding a bank card to Metrocard and tap-and-go payments are planned for this summer, and tapping with bank cards will come later. Its been delayed before though.

Just slightly delayed. I remember a geekier-than-usual conversation at a stag do in 2015 about the delays to the Walrus (now Metro) card. 10 years on the groom has two daughters but Merseyrail still doesn't have smart card ticketing! Maybe it is because of the amount of local political involvement, but Merseyrail seems to have big promises which then don't happen.

 

[John Luxton]

Since I turned 60 and qualified for a local Merseytravel concessionary travel pass I must admit I have started using Merseyrail quite a bit and leaving the car at home. Why pay for car parking when the local bus, train and ferry are free off peak? Pay enough council tax so I just feel as though I am getting my money's worth. The 507/8s were really getting past it. I much prefer the predominent coach style seating with the odd single seats in the end of unit cars. Quite often on busy 507/8s you could be hemmed in a corner with a group of three.

Some people have issues with Merseytravel ticketing - perhaps I am old school - but even when I travel peak and have to buy a ticket rather than use the pass I have no problem getting one.

Merseyrail is pretty good - my big issue with them and i do have one - is I don't like the predominence of yellow. I think Bletchleyite commented on scruffiness - yellow weathers poorly. Various shades can be seen around stations depending on how recently they have been painted.

When the 777s appeared there was a good opportunity to ditch the yellow and white and substitue a bold two tone scheme whith stong colours - I always thought green and cream would look good or purple and cream. This new branding "Metro" just doesn't seem right.

I have never been to Paris - but even I know the Paris underground is called "Metro" so why not take another name if you don't want to keep Merseyrail of just Merseyside Transport if as the Liverpool City Mayor is doing extening the Yellow Metro livery and logo to buses?

So yes I am fairly happy with Merseyrail my grousing is with the livery and branding.

 

[Bletchleyite]

Talking of weathering yellow, traditionally the Lancashire and Cheshire stations were painted in grey and black (the other two colours) with only a bit of yellow accenting, as well as lacking the "M" on the signage. This scheme weathered a lot better.

 

[507 001]

When the 777s appeared there was a good opportunity to ditch the yellow and white and substitue a bold two tone scheme whith stong colours - I always thought green and cream would look good or purple and cream. This new branding "Metro" just doesn't seem right.

Why on earth would they do that??

 

[AlastairFraser]

Just slightly delayed. I remember a geekier-than-usual conversation at a stag do in 2015 about the delays to the Walrus (now Metro) card. 10 years on the groom has two daughters but Merseyrail still doesn't have smart card ticketing! Maybe it is because of the amount of local political involvement, but Merseyrail seems to have big promises which then don't happen.

It does, but not in the traditional Oyster style way.
You can use your Metrocard for public transport season tickets, and day tickets like the off peak Saveaway (£6.50 for an entire day on the Merseyrail network, plus buses and ferries within Merseyside), and the smartcard is so much better than an e-ticket or traditional paper ticket.

They're frequent, reliable, safe and don't suffer from excessive amounts of crowding.

And safety is the important part, especially when you're using the train late at night in places like Bootle. I've been through Oriel Road a few times in the late evening and the presence of a member staff within reach at all times was very useful.
It's also useful if you have a bit of spare time waiting for the next service and you know that you can buy or pick up a ticket from the ticket office (Merseyrail ticket offices probably having the best average ticket office opening hours on the network).

 

[childwallblues]

Been using it this week. The 777s are already looking scruffy to add to their general rubbishness, and the network retains its general dilapidated feel. Make something nice and fail to maintain it might as well be the mantra. Oh, and I felt like I was in about 1980 buying a paper ticket at a booking office when I should just be tapping in and out with contactless.

== Doublepost prevention - post automatically merged: 17 Jun 2025 ==



Personal security is one thing they do manage well because there are staff everywhere (though this is very costly). Having said that even with their feet on seats patrols in place other minor ASB like playing music out loud and littering are still rife.

Well I use Merseyrail a lot and what Bletchleyite describes I don't see. There are certainly few if any Metros scattered around as there are down south.

 

[185]

Your anti merseyrail whinging is almost legendary on this forum

An operator who dumps a busy train service when just seven minutes late, and kicks the passengers off at Bhead Central to run nonstop illustrates that this is an operator more happy to fudge the figures than run a service. No other UK operator behaves like that. If the timetable can't cope with that delay, fire the planning manager and fix it.

Another shiny new train losing time with a door locked out yesterday night at Moorfields.

As for Transport Focus wasting public money on stupid meaningless awards when they should be concentrating on targeting the failing areas of the wider railway, perhaps it's time government removed their funding.

 

[LNW-GW Joint]

The Merseyrail concession contract (currently run by Serco/UK Transport (ex-Abellio)) expires 31 March 2028 after 25 years.
It's possible any major changes in ticketing and operation generally will be waiting for the successor contract, whoever gets it.
The relationship with GBR operators should also be clarified by then - I'd expect more local autonomy rather than less,

 

[VP185]

An operator who dumps a busy train service when just seven minutes late, and kicks the passengers off at Bhead Central to run nonstop illustrates that this is an operator more happy to fudge the figures than run a service. No other UK operator behaves like that.

Every operator does it! All depends on time around times and headway. What's better..... one part cancelled train skipping stations to get back on schedule or ever increasing delays for the remainder of the day

If the timetable can't cope with that delay, fire the planning manager and fix it.

And the fix would be slashing the timetable to increase turnaround times. No doubt you'd be back moaning about that.