Customer satisfaction improves again on c2c
19 June 2006
Customer satisfaction improves again on c2c
An independent poll has shown a significant increase in customer satisfaction amongst customers of c2c rail services between Southend and London, Fenchurch Street.
The results, published in a recent National Opinion Poll, show a marked increase in ten out of eleven categories compared to the previous poll's results from July 2002. Over 90% of customers gave the thumbs up for the cleanliness of trains, while 91% found staff helpful.
Other high scores included punctuality (88%), meeting the needs of customers and overall value for money (both 85%), station environment, seat availabilty during peak times and overall quality of service also ranked extremely highly.
David Taylor, c2c route director, said: "Feedback from c2c's customer services team, as well as train information groups, have helped c2c to better understand what customers want and to develop services.
"The NOP survey is so detailed and thorough, asking questions of over 1,500 of our actual customers, it probably gives us the most meaningful insight available anywhere of how our services are performing and what our customers really think of them.
"We are obviously pleased with today's results, but we set ourselves high standards and will continue to keep pushing for improvements"
