Passenger satisfaction highest ever!

Passengers’ overall satisfaction with us has jumped two per cent from last autumn to 87% - this is the highest passenger overall satisfaction rating achieved so far.

The survey shows that we are continuing to satisfy customers by delivering a punctual and reliable service The punctuality and reliability of a train service is important to passengers which is why we have implemented various initiatives to ensure this is constantly improving. This category saw an increase of 5% compared with Autumn 2007.

Stewart Palmer, our Managing Director, said: “I am extremely pleased we have achieved our highest ever passenger satisfaction score.

“We are making progress as a company but there are some areas where we need to work harder and the challenge now will be maintaining this high result through tough economic times.”

The results of the survey, which is carried out by Passengerfocus, show the company exactly what their passengers are happy and not happy with. Other highlights include amount of space on trains, which has increased by 5%, and comfort of seating area has seen an increase of 1%.