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Stagecoach rail franchises continue to make good progress in latest passenger survey

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30/06/2009

Stagecoach Group's two rail franchises, East Midlands Trains and South West Trains, are continuing to make good progress in improving customer satisfaction, according to the latest National Passenger Survey (NPS) scores.

The survey, released today by Passenger Focus, reviews customer satisfaction across all of the UK's train operating companies. In addition to measuring overall customer satisfaction, the survey also looks at how passengers rate station and train facilities.

Both companies scored highly in the category of overall satisfaction, with 84% of South West Trains passengers satisfied, and 80% of East Midlands Trains passengers satisfied. South West Trains also showed some marked improvements in satisfaction with train facilities, whilst East Midlands Trains passengers rated its stations and station staff highly.

Key highlights are:

  • 90% of passengers satisfied with punctuality and reliability on South West Trains, an increase of 6% from Spring 2008
  • 87% of passengers satisfied with the way East Midlands Trains station staff handled their requests, a 4% increase from Spring 2008
  • Good connectivity of services at both South West Trains and East Midlands Trains, with 78% of passengers satisfied with their South West Trains connections (an 8% increase from Spring 2008) and 76% of East Midlands Trains passengers satisfied with connections onto other forms of public transport (an 8% increase from Spring 2008).

Commenting on the results, Stagecoach Group Chief Executive Brian Souter said: "We have been working hard across the Group to provide a good quality, reliable railway for our customers and today's survey results reflect the benefit of our emphasis on operational and service delivery. There have been some significant improvements across our train companies in a number of key areas. However, we know we need to remain focused on meeting the high standards our customers expect day in, day out and we will continue to target areas where there is further room for improvement."

For a full copy of the Spring 2009 National Passenger Survey, visit www.passengerfocus.org.uk.

ENDS

NOTES TO EDITORS

1) For media enquiries, please contact 01738 442111.
2) Stagecoach Group is a leading international public transport group, with extensive operations in the UK, United States and Canada. The company employs 30,000 people, and operates bus, coach, rail, and tram services.

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