Customer satisfaction surveys

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 11 - 5 January 2020 - 1 February 2020 | Open as PDF

Highlights:

• Overall journey satisfaction increased by 10% to 89% of customers being satisfied compared to 79% in the Autumn NRPS.

• Overall Net Promoter Score for Period 11 was 22 with 39% of our customers would recommend us to their friends and family.

• 90% of customers were satisfied with the overall on-board environment which 15% higher than the Autumn NRPS result of 74%.

• 82% of customers were satisfied with the overall station environment, 11% higher than the most recent NRPS result of 71%.

• 97% of customers who had already purchased tickets were satisfied with the overall ticket buying process, compared to 76% in Autumn NRPS.

• 63% of customers were satisfied with how the delay they incurred was handled –18pp above the 45% result in the Autumn NRPS.

• Past Surveys
  • • CSS Period 10 - 8 December 2019 - 4 January 2020 (Adobe Acrobat PDF)
    • CSS Period 9 - 10 November 2019 - 7 December 2019 (Adobe Acrobat PDF)
    • CSS Period 8 - 13 October 2019 - 9 November 2019 (Adobe Acrobat PDF)
    • CSS Period 7 - 15 September 2019 - 12 October 2019 (Adobe Acrobat PDF)
    • CSS Period 6 - 18 August 2019- 14 September 2019 (Adobe Acrobat PDF)
    • CSS Period 5 - 21 July 2019 - 17 August 2019 (Adobe Acrobat PDF)
    • CSS Period 4 - 23 June 2019- 20 July 2019 (Adobe Acrobat PDF)
    • CSS Period 3 - 26 May 2019- 22 June 2019 (Adobe Acrobat PDF)
    • CSS Period 2 - 28 April - 25 May 2019 (Adobe Acrobat PDF)