December 21 2014 Latest news:
Friday, March 23, 2012
The Kent train operator was placed bottom of the list for customer satisfaction
Train operator Southeastern has responded to a customer survey which placed it the worst in the country for customer satisfaction.
The poll of train companies carried out by the consumer group Which showed the Kent based company scored just 40 per cent.
The highest placed operator was Virgin with a 64 per cent.
But Southeastern says the survey was only carried out on a small number of customers.
A spokeswoman for the train operator said: “While we always take all customer feedback onboard, we are obviously disappointed with the survey results, as we’ve been working hard to make improvements for passengers over the past few years.
“Southeastern carries around 570,000 passengers every week day and more than 80 percent are commuters. This survey is based on 299 passenger responses – 87 of which are commuters.
“In the most recent National Passenger Survey, conducted by the independent watch-dog Passenger Focus and covering a much larger sample-size of, 83 percent of passengers said they were satisfied with Southeastern’s train services.
“At a time when we are running more train services than ever before and carrying more passengers, our punctuality figures are at an all time high (over 90%) and we are achieving the best results on this part of the network since punctuality records began.
“We know we have more work to do, but these results show that we are heading in the right direction and we trust our efforts will be reflected in future passenger surveys.”
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