GREAT Western Railway has achieved its highest ever score for customer satisfaction, says independent transport user watchdog Transport Focus.

Increasing its year-on-year measure for overall satisfaction by three per cent from 81% to 84%, GWR - formerly First Great Western - has posted its highest score since the National Rail Passenger Survey began in 1999.

This year’s score beats its previous high of 83%, achieved in 2011.

GWR managing director Mark Hopwood said: “These results clearly show our commitment to 'Building a Greater West' and investing in what we know our customers want to see, and reflect the hard work of thousands of GWR colleagues.

“Customers are starting to see the impact made by converting first class carriages into standard, providing vital extra capacity, as well as Network Rail’s great work in recent months to drive down infrastructure-related delays.

“The team at Network Rail – led by recently-appointed route managing director Mark Langman – should be particularly congratulated for what they have achieved, and we are doing everything we can to help them continue this good work.”

Punctuality has been helped by the re-development of Reading Station and associated infrastructure, including the modernisation and moving of Reading Train Care Depot.

The company says it has also worked hard to deliver additional capacity before to the arrival of a fleet of electric suburban trains for the London Thames Valley due to start arriving this spring 2016 and the arrival of 'Super Express Trains' from the summer of 2017.

GWR improved scores in four key areas, with punctuality improving by five per cent, train comfort and length of journey by three per cent and ticket purchasing up by one per cent.

GWR was one of only five operators to significantly increase their score for overall satisfaction.

Former news editor Paul Jones spoke to Mark Hopwood last summer about his experiences of commuting by rail. Click here to find out more