Train companies run by National Express Group have performed well in the latest industry customer satisfaction survey, despite a tough ride for the rail sector overall.
The National Passenger Survey (NPS), carried out by Passenger Focus, revealed that Midland Mainline, the Group’s intercity operator, came top for overall satisfaction amongst long distance train operators, with a score of 90 percent; 1 percent up on last year’s results.
Midland Mainline also came top for dealing with delays, a 15 percent improvement on last year and achieved the top score for punctuality with 90 percent.
Gatwick Express also performed well with an overall satisfaction score of 92 percent.
Central Trains, ‘one’ and Silverlink also showed improvements, including increased scores for attitude of staff, security, and upkeep of stations and platforms.
David Franks, chief executive of the Group’s Trains Division, said: “These results clearly demonstrate our passion and drive to improve the service we give our passengers.
“This applies not only to train performance, where we lead the industry, but also to the investment we have made in the training and development of our people.”
June 6 2007
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