A new standard to improve rail passenger seat comfort

A recent National Rail Passenger survey carried out by Transport Focus found that only 66% of the 17,175 passengers who took part reported a ‘satisfied’ or ‘good’ level of comfort in the seating area. This can be attributed to several factors, but one key aspect that affects passenger experience is seat comfort. According to research, seat comfort contributes to 5% of the overall impact on customer satisfaction.

So that trains can be made more pleasant to travel on, we introduced a new standard, GMGN2696 Issue one on passenger seat comfort. The standard provides a straightforward methodology to evaluate passenger seat comfort and improve passenger satisfaction. It sets the benchmark for passenger seat comfort, suitable for the intended use of the train. This means that rolling stock companies, seat designers, and suppliers can integrate passenger comfort as a key performance indicator while designing and refurbishing trains.

The methodology and process provided in the guidance note, meanwhile, promote passenger safety by highlighting factors that affect passenger comfort, such as interior passive safety. The guidance note also includes the target passenger seat comfort score, which has been included in the specification of new or refurbished trains, meaning seats can be assessed against the target comfort score.

The new standard, which can be used by passenger satisfaction survey groups and ergonomists seeking to quantify the level of comfort for passenger seats on railways, is a significant step towards improving passenger comfort, safety and satisfaction during rail travel.