More and more people appreciate improvements to Trenitalia’s regional service

Rome, 23 December 2018

The latest customer satisfaction survey conducted by the company in November 2018 showed that an increasing number of people appreciate the regional transport and services offered by Trenitalia (FS Italiane Group), after having asked regional passengers to indicate their degree of contentment. The overall valuation for 2018 reached 84.5%, compared to 82.7% in 2017.

If limited to the last two months analysed, 86.1% of respondents expressed a positive opinion on the regional transport service as a whole, in line with the trend seeing appreciation steadily growing: +2.9% compared with November 2017, and 5.5% more in respect of November 2016. These are national averages, with a top of over 90% in certain regions and in the autonomous provinces of Bolzano and Trento.

The satisfaction found comes as a result of a growth in all service factors: compared to November 2017 in fact (excluding punctuality, which remains unchanged at 74.8% positivity), there is an improvement in all individual travel aspects, starting from the time spent on board - being the most improved and appreciated feature (+2.3% compared to 2017, with 87.1% satisfaction) - related to the arrival of new trains in various regions and the installation of more effective technological equipment.

Satisfaction with cleanliness (+2.0% on 2017, 75.2% satisfaction), comfort (+2.0%, 86.9% satisfaction), information on board (+1.1%; 83.7% satisfaction) and safety (+1.0%, 82.3% satisfaction) have all risen. This progressive and all-round improvement is also confirmed in the cumulative period from January to November 2018 compared with the same period in 2017.

November is also the month in which Trenitalia's new regional customer care service came into operation, being a revolutionary project and absolute innovation for Europe, aiming to improve the travel experience for regional commuters. Highly coveted by FS Italiane Group's CEO, Gianfranco Battisti, and implemented in record time, the assistance, information and security activities for regional transport have already been provided to over a million people.

These are significant numbers that are destined to increase and should reflect positively on the overall perception of the service offered, encouraging even greater commitment and attention to those availing of the Trenitalia services both for work and study purposes, as well as during free time.