National Express miles ahead in customer satisfaction survey
National Express has the best reputation among top UK-headquartered road and rail transport providers reveals an independent new customer survey.
The latest UK Customer Satisfaction Index (UKCSI) places National Express ahead of its competitors, ranking the UK’s largest coach operator highest for overall customer satisfaction compared to other coach, bus and train operators.
Published by the Institute of Customer Service, which surveys thousands of customers about their experiences with different brands, the study reveals National Express, which has improved upon its own score since 2014, is once again the most trusted ground transportation brand.
The UKCSI assesses a range of customer priorities which includes: Professionalism, quality and efficiency, ease of doing business, problem solving and timeliness.
Its 2015 survey shows that when compared to customers of other road and rail transport providers, National Express customers are:
More satisfied at the quality and efficiency of service, including price and reliability – scoring above the UK average for the transport sector
More satisfied at the ease of doing business with the company , including the range of products available and advice on offer – scoring above the UK average for the transport sector
More satisfied with the way any problems are handled, including staff approach and speed of resolution – scoring above the UK average for the transport sector
As a result of the metrics above, National Express customers are the most loyal, deeming themselves more likely to stay a customer of the coach company compared to other transport brands.
Tom Stables, National Express UK Coach Managing Director said: “There is no bigger accolade than the trust and confidence of your customers so we’re really pleased they say we’re strongly delivering on a whole range of things that matter from price to professionalism.
He added: “Customers are at the heart of everything we do and so we’re always striving to improve our service. We will continue to do this by ongoing investment in our people and technology, by listening to customers and of course, by offering unbeatably good value travel.”