PRESS RELEASE 06/08/2025 - PASSENGER TRANSPORTATION SERVICES QUALITY INDICATORS
Hellenic Train informs the passenger public that the evaluation of the Customer Satisfaction survey (CSS) for Q2 2025 has been successfully completed. The results of the survey, which covered the period April - June, highlight the passengers' opinion on the services provided and constitute a valuable guide for their continuous improvement and development.
Passengers evaluated their experiences, with the main findings including:
-General satisfaction: 62,21% state that they are completely or highly satisfied.
-Cleanliness of trains: 73,51% state that they are satisfied.
-Travel information (normal conditions): 75,75% express complete or great satisfaction.
-Punctuality (delays): 48,44% state that they are completely or highly satisfied.
-Perception of safety in case of an accident or train halt: 48,83% report complete or great satisfaction.
-Perception of security (delinquency cases): 63,65% report complete or great satisfaction.
It is noted that, with the aim of implementing quarterly customer satisfaction surveys, the Company has installed, and it is implementing a complete quality control system for passenger transportation services in accordance with EN 13816:2002 European Standard «transportation - logistics and services - public passenger transport - service quality definition, targeting and measurement. The application of this system is controlled and certified by an independent Certification Body, since 2013 for the Intercity (IC) route Athens - Thessaloniki - Athens, and since 2017 for the entire network.
A long-term Action Plan is in progress, with actions and practices to regain the company's credibility and with the aim of gradual and maximally improvement of its services to the passenger public. The Action Plan is being implemented in collaboration with OSE, which is the Infrastructure Manager of the railway network and other bodies/services and handles many issues related to routes, infrastructure reliability and other quality criteria. These Actions are regularly evaluated and monitored through on-site inspections onboard the trains and within the passenger satisfaction surveys which are conducted in the whole network.
The detailed results of the Quality Indicators of the customer satisfaction survey for the 2nd trimester of 2025 in relation to the year 2024 are shown in the graph below.
t is worth to be noted that two indicators – the feeling of safety in the event of a risk of accident or train halt and the feeling of security in cases of delinquency – are now measured separately, within the framework of the revised questionnaire that came into effect in the first quarter of 2025. For this reason, the specific results are presented separately.
