Satisfied Customers

91% of our passenger passengers are satisfied with the service we’ve provided, according to the latest official passenger survey figures announced yesterday.

The Spring 2012 National Passenger Survey, carried out by independent watchdog Passenger Focus, shows:

• The overall passenger satisfaction score of 91% is the joint-second highest score for a franchise operator across the UK, and a score c2c have delivered consistently for the last six passenger surveys
• More than nine out of ten passengers were also satisfied with the punctuality of services, the speed of journey times, the upkeep of trains and their cleanliness inside, and how station staff handled their requests.
• Passenger scores have improved in 18 of the 32 categories year-on-year, with a further nine scores remaining constant.
• The biggest improvements were in passengers’ personal security when using c2c stations, up 5%, and how station staff handled requests, up 9%

Julian Drury, our Managing Director, said: “These results show c2c are continuing to deliver what our customers want – a punctual, clean, well-maintained, and increasingly secure railway service. We have now delivered a consistent set of excellent results for the last three years, during which time for c2c services has grown strongly. We’ll continue striving to deliver improvements and give our customers the quality of service they deserve.”

- 29/06/2012