Fact or fiction? “SNCF is a monopoly that doesn’t care about customers.”
SNCF no longer has a monopoly on rail services in France. The market is now open to competitors like Trenitalia, Renfe and Transdev—all authorized to operate in France. But as always, customer service remains our #1 priority. During the 2024 Olympic Games in Paris, 97% of users surveyed in the Paris Region agreed, expressing satisfaction with SNCF’s services.
Market liberalization in rail services
SNCF no longer holds a monopoly on rail services in France. European directives adopted in recent years have opened rail services up to competitors. From national and international passenger transport to freight and regional transport, more and more services can now be delivered by contenders other than SNCF Group. Trenitalia, Renfe and Transdev are three examples, carrying passengers to and from Italy and Spain, and between regional destinations in southern France. Building client expectations into the mix—for passengers, regions and businesses of all types—and adapting to their needs has always been a #1 priority for SNCF, all the more so without a monopoly.
97%
of Transilien customers were satisfied with transport services during the 2024 Olympic Games in Paris
50%
of French people associate SNCF with positive values
4
of 7 new TER and Transilien calls for tender were won by SNCF
Key dates in the opening up competition
Taking the pulse: client satisfaction tops SNCF’s agenda
SNCF Group consistently measures and analyzes customer satisfaction on all rail lines, rolling out targeted action plans to enhance service where needed. Feedback is positive and improving: customers appreciate the Group’s outreach, with half of all French people surveyed associating SNCF with strong values like connection and trust (50%)1.
Trust renewed
During the Paris Olympic Games in summer 2024, customers in the Paris Region expressed near-unanimous approval, with a remarkable 97% satisfaction rate. And as regional authorities across France open up TER and Transilien lines to competitive bidding, SNCF has demonstrated it is equal to the challenge, winning 4 out of 7 tenders. At the same time, we’re working on a series of initiatives to improve station and train accessibility, further reinforcing our commitment to delivering rail transport that’s accessible to one and all.