According to the survey conducted by the passenger rail operator "Vivi" and research company Kantar in November and December last year, 87% of passengers are satisfied with train services in Latvia. The level of satisfaction with the services provided by the company exceeds average of the passenger carrier industry.
The survey data shows that the number of passengers who rate Vivi's performance as very good or excellent has increased to 43% over the year. At the same time, the number of passengers who have a negative opinion of Vivi services has decreased over the year, which in turn reflects a trend of increasing passenger confidence in the choice of a particular carrier compared to other alternatives.
The analysis of the results for different customer groups by demographic characteristics shows that passengers aged up to 34 years, as well as working and non-working pupils and students, are more satisfied with Vivi's services, while passengers who use the services every day or almost every day or for more than 10 years, as well as those who buy discounted tickets, have a stronger relationship with the company, as judged by the length of use of the services.
Compared to the previous year, passengers' evaluation of Vivi's services in the directions of Skulte and Tukums has increased significantly, which is explained by the improvement of the interval timetable to these destinations, as well as the introduction of new electric trains on the electrified railway lines.
As in the previous year, passengers rate the work of conductor- controller and railway ticket office staff as the most important aspects of the company's performance, while passenger ratings of railway stops and stations, as well as trains and carriages have increased significantly over the year. For example, passengers appreciate the cleanliness of the carriages (91% of passengers satisfied), the number of seats, comfort and convenience (87% of passengers satisfied), the air temperature and air exchange (84% of passengers satisfied) and the level of security on board (82% of passengers satisfied). Similarly, the aspects reflecting the trains' movements and timetable were highly rated: speed (86% of passengers satisfied), punctuality of departures and arrivals (85% of passengers satisfied) and regularity of trains (81% of passengers satisfied).
Passenger travel habits have also changed slightly over the year, with the passengers becoming more loyal. The survey data show that a quarter or 25% of passengers travel by train every day or almost every day (the highest share of such passengers in the Sigulda, Skulte and Tukums directions), a fifth or 22% of passengers travel by train 3-4 times a week, 19% 1-2 times a week, 19% a few times a month and 13% less often. The number of passengers using Vivi services 3-4 times a week has increased over the year, while the number of passengers using train services less than a few times a month has decreased.
At the beginning of last year, Vivi started a gradual transition to modern electric trains that meet today's requirements. Although the introduction of the new trains posed some challenges at the beginning, the company successfully overcame them, providing passengers with an unprecedented transport experience on electrified lines. When evaluating various aspects of the new trains, the most positive comments from passengers were regarding the level of sound and vibration in the carriages (95% satisfied), the availability of air conditioning (93% satisfied), the location, availability and size of the electricity sockets (89% satisfied), the information and advertising displays (83% satisfied) and the amenities (78% satisfied). Passengers are also moderately satisfied with the provision of space for the baby strollers and the wheel chairs and with ticket validators.
