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. Our latest results show that we have maintained an overall level of satisfaction of 82% and a breakdown of specific targets is shown below;
| Target Area | Target Score | Actual Score |
|---|---|---|
| Metro Stations | 67 | 69 |
| Sussex & Coast Stations | 73 | 72 |
| Metro Trains | 62 | 58 |
| Sussex & Coast Trains | 75 | 67 |
| Gatwick Express | 86 | 79 |
| Metro customer service | 66 | 67 |
| Sussex & Coast customer service | 76 | 75 |
| Gatwick Express customer service | 81 | 76 |
The areas in red are where you’ve told us we need to work harder to provide a better passenger experience. We’ve developed the following five action plans to improve these areas;
- Improve the on-board toilet facilities to ensure they are available, clean and odour-free
- Improve the cleanliness of the inside of our trains – especially the carpets
- Continue our programme of refurbishing all our stations including deep cleaning, painting, plus removal of chewing gum and graffiti
- Enhance the waiting rooms and toilet facilities at our stations
- Improve the information we provide to our passengers – especially during disruption
We hope these actions will improve your day-to-day travelling experience. If you have a comment, compliment or complaint regarding our service, why not call our friendly Customer Services team who will be glad to take the details and provide any assistance required?
| Southern Customer Services | Website: | southernrailway.com |
| PO Box 3021 Bristol BS2 2BS |
Email: | comments@southernrailway.com |
| Phone: | 08451 27 29 20 | |
| Minicom: | 0800 138 1018 |
Download the results as a PDF:
