Media Centre

National Express East Coast tops passenger satisfaction survey

8 Jul 2008

Overall passenger satisfaction has risen by 4% to 86% since National Express East Coast took over the prestigious East Coast rail franchise, according to an independent report published today (8 July, 2008).

The Spring 2008 National Passenger Survey from Passenger Focus, the industry watchdog, also rates National Express East Coast as the top long-distance train operator in Britain and the best in the North East, Yorkshire & Humberside and the East Midlands.

The survey was undertaken between January and March, only three months after National Express East Coast started services on the East Coast Main Line.

National Express East Coast scored higher than the national average for train operators on every one of the 32 areas measured, including availability of staff (+30%), attitudes and helpfulness of staff on train (+22%), how well train company dealt with delays (+19%) and value for money for the price of your ticket (+13%).

However, some areas requiring attention were also identified, such as facilities for car parking, the on-train environment and toilets on trains.

National Express East Coast managing director, David Franks, said: "It is very encouraging that customers have noticed a positive difference in our first few months. Our high satisfaction score is all the more pleasing as the survey was conducted during a period of severe disruption due to problems with the overhead power lines.

"Being rated as the best long-distance train operator in Britain is a reflection of all the hard work put in by our frontline employees, day in, day out.

"We have set ourselves high standards and have made a strong start, but there is much more to do as we make travel simpler for our customers. We have recently launched a cleaning blitz on trains, particularly targeting toilets. Our diesel train fleet is half way through a major refurbishment and we have already begun to introduce bigger car parks to cope with extra demand for our services from customers."

Since National Express East Coast launched in December 2007, it has already delivered a number of benefits for customers, including:
• making more of its cheapest fares available
• improved punctuality, following a major on-time initiative with Network Rail
• new menus and onboard catering
• a new-look website, offering the cheapest fares and the easiest way to find cheap tickets
• improved facilities at several stations including Durham, Newark and Grantham
• free Wi-Fi in both Standard and First Class carriages on all its trains, resulting in a five-fold rise in usage

ENDS.

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