Passenger Satisfaction Results
25 January 2008
Figures released from the National Passenger Survey (NPS) this week show c2c has maintained its third place position for customer satisfaction in the Autumn 2007 survey results achieving 89% satisfaction.
Figures released from the National Passenger Survey (NPS) this week show c2c has maintained its third place position for customer satisfaction in the Autumn 2007 survey results achieving 89% satisfaction. This follows figures released earlier this month by The Department for Transport (DfT)which saw c2c breaking the industry record for punctuality over the last year, achieving an annual average of 94.63% Public Performance Measure (PPM) in 2007.
Achieving almost 90% satisfaction with customers, the NPS survey showed improvement for c2c in areas such as value for money, security and availability of staff. The industry record breaking punctuality figures see c2c beat the previous industry record of 94.41% set by ScotRail in 1998 making it the most punctual train operating company in the country’
Commenting on the combined results, Julian Drury, c2c’s new Managing Director said:
“At c2c we are delighted to maintain third place in the National Passenger Survey which compliments perfectly our recent industry record breaking results for PPM. These results are a testament to the hard work and dedication of all c2c employees who work hard to deliver the best possible service to our customers
In spite of our very respectable results, our efforts do not stop here, we are aware that there are areas that need our attention and we are determined to build on this success in 2008.”
Improvement plans for c2c in 2008 include a continued programme of customer focused improvements to stations, a new timetable in May and a focus on customer communications, specifically during periods of disruption.