EAST COAST ON TRACK FOR A MORE SATISFYING JOURNEY

Train operator looks to build on improved customer satisfaction

Train operator East Coast is welcoming latest independent customer survey results showing increased satisfaction with the route’s trains and stations.

The National Passengers Survey (NPS) of passengers’ views , released today (Thursday, 4 February) showed an overall satisfaction score of 89 per cent, up two percentage points on the previous survey in Spring 2009, and the highest score achieved since Spring 2006.

The latest overall satisfaction score for the East Coast route is two percentage points higher than the long distance train operators’ average score of 87 per cent.

The survey covers all train operators’ services between 1 September and 9 November 2009. It is commissioned by the transport watchdog Passenger Focus.

East Coast managing director Karen Boswell said: “The survey results are very encouraging and give us a solid base on which to build improvements, with plans in place to raise standards further.

“Our people are doing a great job in delivering a higher quality of service for our customers. That commitment is reflected in overall customer satisfaction reaching its highest level since Spring 2006.

“The upkeep and repair of stations and trains has generally scored well and showed strong improvement compared with the previous survey. There are areas for further improvement, including train presentation, which we will be working on to raise standards further”.