National Passenger Survey Autumn 2006
Rail franchises operated by National Express Group (‘the Group") continue to make good progress in the latest UK rail customer satisfaction survey announced today.
Scores in the autumn 2006 National Passenger Survey, which reviews all UK train operators' performance, show train companies operated by the Group to have come top in the regional category and runner up in the long distance category.
- Gatwick Express topped the regional category, and is once again the country's best performing franchise operation, with an overall rating of 94%
- c2c, which is officially Britain's best performing railway (2006 National Rail Trends), scored 89%, compared to a London and South East total of 80%
- Midland Mainline, the UK's best performing intercity train company and Passenger Operator of the Year award winner for 2006, was runner up in the long distance category with an 87% overall satisfaction rating - compared to the 85% long distance sector average and a national total of 81%
In addition, the Group's other train operating companies continued to demonstrate improvements in both performance and on board services. (see table 1).
David Franks, National Express Trains Division Chief Executive, said: "This is great news and highlights the consistent hard work and commitment being shown by our people to deliver quality services to our customers. We listen carefully to what our customers say to us through such surveys and polls and aim to learn from this feedback to ensure we continue to improve performance across all our train operating companies.
"This and other stakeholder feedback is very important in developing our businesses for the future and particularly when developing our bids for the new opportunities on the horizon including East Midlands, New Cross Country and Intercity East Coast franchises which we are currently preparing.
"These results speak for themselves and demonstrate that we can deliver the high standards that customers and other stakeholders expect."
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For further information, please contact:
Alison Flynn/Georgina Parkes
National Express Group PLC 020 7529 2000