First place for c2c in National Passenger Survey
30 June 2009
The latest National Passenger Survey (NPS) figures released today by Passenger Focus show Essex train operator c2c – a National Express franchise - as the joint best performing franchised Train Operating Company in the country achieving 91% for overall customer satisfaction in the spring 2009 survey.
This further improvement in c2c’s customer satisfaction rating is the latest in a series of firsts achieved by the company in 2009. Earlier this year, it was announced that c2c had become the best-performing train operator in the country with a service punctuality of 95.3% to the year ended 31 March 2009 - the highest-ever punctuality rating achieved by c2c over an annual 12-month period. And the company’s fleet of Class 357 trains are officially the most reliable fleet of trains in the country.
Speaking about the survey results, Julian Drury, Managing Director for c2c said: “We’re delighted to be in the top position for customer satisfaction in the spring 2009 National Passenger Survey. Our customers in South Essex know they are travelling on the most punctual service in the country, and the most reliable fleet of trains. Now they have added to this by rating us the very best for customer satisfaction. This is a great honour and a fine achievement for the c2c team and I am proud of everyone for their hard work in continuing to improve the service we offer and to meet our customers’ expectations for high standards of customer service and performance, consistently delivered. We are pleased to have once again seen better scores in some key areas of the survey and we will continue to work towards further improvement.”
