Article from BTNews 1 JULY 2019
Survey celebration for LNER
Some of the highest scores for a long-distance train operator have been recorded by London North Eastern Railway (LNER) in the latest National Rail Passenger Survey (NRPS) results.
The company scored 89% for overall passenger satisfaction, 2% above the average for long-distance train operators and also 2% higher compared to the last results recorded by LNER in autumn 2018.
Results are based on availability, helpfulness and attitude of staff on trains and at stations. LNER runs a 936mi network connecting London, the East Midlands, Yorkshire, North East England and Scotland.
Managing director David Horne said it was “immensely rewarding” to see customer satisfaction increase as a result of the LNER team’s focus, hard work and commitment to ensure passengers had the best possible experience.
He added: “We have reoriented our entire business around the customer and focused on how we can put the heart into every journey. This increase in satisfaction proves putting the customer first is the right thing to do and recognised as valuable by passengers.”
Transport Focus consults more than 50,000 passengers a year to produce the survey, with opinions of train services collected twice a year from a representative sample of journeys.
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