East Coast customer satisfaction results

11/07/14

East Coast has achieved an overall satisfaction rating which is three percentage points higher than the 88% average for all long distance train operators in the National Rail Passenger Survey Autumn 2013 survey, conducted by independent transport watchdog Passenger Focus.

East Coast Managing Director Karen Boswell said: “We’re very proud and pleased to have achieved a 91% overall satisfaction rating for our services. We want to say thank you to our customers for their positive and encouraging responses to the improvements we’ve already made.

“The punctuality and reliability of our services remains a high priority, and we’re working closely with infrastructure owner Network Rail to encourage continued investment in track, signals and overhead power lines.

“The £43 million of improvements at Peterborough station, introduced seamlessly over the post-Christmas period, are a good example of how sustained investment is creating a more resilient and reliable East Coast Main Line.

"For the longer term, our passengers can look forward to the replacement of our existing train fleet by a completely new train design, the InterCity Express, from 2018."

East Coast’s new station at Wakefield Westgate opened to customers on 22 December 2013. Meanwhile work continues to plan on the £8.6 million transformation of Newcastle station, featuring a newly-pedestrianised portico and revitalised concourse, due to open in April 2014.

Further details of the Passenger Focus results can be found here.

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