The spring 2010 National Passenger Survey has just been released, with results showing that Southern has smashed its spring 2009 score for overall satisfaction with an all-time best score of 84% compared with 80% last year. It also achieved an improvement in scores in almost all of the 31 categories.
Published every six months by rail watchdog Passenger Focus, Southern’s overall satisfaction rating of 84% is a full 2% better than the London and South East regional average score.
Southern managing director, Chris Burchell said: “I am delighted with these results. Our record breaking overall satisfaction score shows that the hard work put in by every Southern member of staff over the past year has been appreciated by our passengers and the recent investment we have made across our business is making an impact.”
Southern’s range of outstanding discounts on online fares were also recognised with passengers scoring ‘Value for money for the price of your ticket’ a massive 10% higher than last year. In the ‘Connections with other train services’ category, Southern’s passengers also scored 10% higher than last year.
Other notable increases were: ‘Attitude and helpfulness of staff’; Availability of staff at the station’; ‘Frequency of trains’ and ‘Availability of staff at stations’ all scored 6% higher than last year.
Southern has also made significant progress with ‘Train punctuality’ and ‘Ticket buying facilities’, both with 5% increases. This follows Southern’s recent major focus on performance improvement and investment in new ticket vending machines and software.
Mr Burchell added: “Although the results are very pleasing indeed, we do recognise that there are some areas where there is still work to be done and we will continue to concentrate on these areas whilst maintaining the high standards we have set ourselves elsewhere.”
For full NPS results, please visit the Passenger Focus website