Barely 60.9% of people questioned award a score of 7/10 or more to the SNCB. The statistics represent a decrease of 5% compared to 2016. The results are also lower than those in 2015, showing a substantial reduction.
The 13 parameters measured as part of the survey, conducted amongst the 4,400 passengers, all have a lower score. One-third of passengers award a score of 4/10 or less for train punctuality.
Bart Crols, the spokesman for the SNCB, says, “Train punctuality plays an important role in passenger satisfaction.” Moreover in the last 12 months, the situation has only got worse. During September, 83.9% of trains were “on time”, which means that they arrived in the station a maximum of 6 minutes late. The number of trains cancelled has continued to increase.
However punctuality is not the only irritation factor for train users. More than half of those questioned also complain of ticket prices. In addition, it is worth noting that the level of customer satisfaction as regards information in stations, on trains and online – has markedly decreased.