91% of c2c customers are satisfied in latest National Passenger Survey

The latest National Passenger Survey (NPS) figures released today by Passenger Focus show Essex train operator c2c – a National Express franchise - continuing to deliver excellent levels of customer satisfaction in achieving 91% overall customer satisfaction in the Spring 2011 survey, the joint-highest score amongst franchised train operators. 

This continued high level of customer satisfaction maintains c2c’s position as one of the best operators in the UK and reflects the efforts of the c2c team in consistently delivering high standards of punctuality and performance. c2c has recorded the best punctuality in the UK rail industry for the past four consecutive months and also holds the record for achieving the highest four-weekly punctuality in a single month of 98.8% in August 2010.

Speaking about the survey results, Julian Drury, Managing Director for c2c said: “I am very pleased that the latest National Passenger Survey results demonstrate once again that we’re continuing to provide our passengers with excellent standards of customer service and high levels of train service punctuality.

“We have just started a two-year extension to the c2c franchise which includes an extensive programme of improvements, including a new ticket office and concourse at Southend East, and better passenger facilities at Shoeburyness, Pitsea and Chafford Hundred. There will be more investment to come as we continue to work towards further improvement.”