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Every period we hold customer satisfaction surveys to get feedback from our customers on everything from the ticket buying experience right through to the station and your actual journey.

These surveys are conducted by an external company and take the form of interviews both at the stations and on-board trains, each month we conduct over 500 of these surveys to gain a better understanding of how and where we can improve. We publish the results here every period.

Customer Satisfaction Survey - Period 5 21 July 2019 - 17 August 2019

 

Highlights:

  • Our Net promoter Score for Period 5 was 20 with 36% of our customers would recommend us to their friends and family

  • 71% of customers were satisfied with the overall on-board environment.

  • 93% of customers were satisfied with their overall journey

  • 72% of customers were satisfied with the overall station environment.

  • 97.9% of customers who had already purchased tickets were satisfied with the overall ticket buying process

  • 40% of customers were satisfied with how the delay they incurred was handled.

Likelihood of Recommendation

 

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