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Connections magazine

Over the last few months, we have continued to press ahead with the huge task of modernising our network.With train service performance steadily improving through the first half of 2017, I am encouraged by the progress so far as we emerge from what has been a very difficult transition period for everyone, particularly our customers.

The results of the recent National Rail Passenger Survey (NRPS) saw an uplift of 2% in overall customer satisfaction to 74% for GTR, reflecting the hard work and dedication of our customer facing teams.

We all recognise there is much more to do to achieve the consistently high level of service we want to deliver, but I believe that we have both 
the right plans and people to achieve this.

We are increasing our train services, upgrading our technology and modernising our working practices as we future-proof our network and adapt to provide for the extraordinary growth in passenger journeys we have experienced in the past decade. Some routes have seen passenger numbers double in the last 12 years and we need to prepare for further growth in the future in order to provide a service that passengers rightly expect.

In the coming months we’ll begin the process of expanding the Thameslink network to provide more frequent, dependable services, to, through and beyond London; the completion of work at London Bridge will be a key factor in this.

During the summer we undertook the second phase of our consultation on the 2018 timetables linked to these changes. I’d like to thank everyone who took the time to respond with their feedback; we are carefully considering the suggestions received as part of this crucial consultation.

As we prepare for these major changes, we will continue to work closely with Network Rail, including supporting them to improve infrastructure reliability through the delivery of the £300 million investment programme.

Whilst work on these major changes is ongoing, we continue to look for ways to make it easier for customers to use our services. For example we have recently introduced automatic delay repay compensation notifications for holders of our Key smartcard. There are big and small changes underway across our network, but all have one objective, which is to transform services for passengers, for the better.

Kind regards,
Charles Horton
Chief Executive Officer