Southern has a number of customer satisfaction targets which we work hard to achieve. These are measured every six months by the National Passenger Survey which is an independent survey run by Passenger Focus. Our 2012 results were published in January and they show that we have an overall level of customer satisfaction of 82%. A breakdown of more specific results is shown below;
| Target Area | Target Score | Actual Score |
|---|---|---|
| Metro Stations | 71 | 71 |
| Sussex & Coast Stations | 76 | 72 |
| Metro Trains | 63 | 55 |
| Sussex & Coast Trains | 77 | 66 |
| Gatwick Express | 86 | 69 |
| Metro customer service | 83 | 67 |
| Sussex & Coast customer service | 78 | 73 |
| Gatwick Express customer service | 68 | 68 |
We are currently working with Passenger Focus and the Department for Transport (DfT) to agree an improvement action plan. Once agreed, details will be published here and on posters at our larger stations.
