National Express East Coast tops customer satisfaction survey
Train operator National Express East Coast has topped a customer satisfaction league table of long distance train providers following an independent customer satisfaction survey.
The national survey of rail passengers’ views, released today (28 January 2009) shows overall satisfaction score of 88 per cent, up two percentage points on the previous survey in Spring 2008 and up six percentage points on a year ago.
The independent National Passengers Survey (NPS) covers all train operators’ services between 1 September and 15 November 2008. It is commissioned by the transport watchdog Passenger Focus.
National Express East Coast managing director Susan Goldsmith said: “We are pleased at the outcome of this survey, although of course there is always more to do.
“The final survey carried out on our predecessors just over a year ago showed overall customer satisfaction in decline, down by five percentage points to 82 per cent at the end of 2007 compared with the year before.
“Since then we have worked very hard to tackle train punctuality, the factor which has the greatest impact on customer satisfaction. Since October 2008 we have had two days when every one of our trains has run on time – the first time since rail privatisation in 1996 that this has been achieved.
“However, we fully recognise that standards in some areas, notably customer satisfaction with the train environment, need to improve, We will continue to focus on improving and delivering higher standards of service for our customers.”
Actions to improve on-train standards already underway include fitting more reliable flush mechanisms to toilets on board electric trains: and cleaners travelling on both northbound and southbound trains to maintain standards.