How was it for you?

The independent view of how customers rate our performance. 

From top-to-bottom, this company is built to listen to and act on customer feedback. We actively seek our customer views, and pay close attention to what independent surveys tell us. 

The customer board

Senior managers from across the business meet regularly to hear what customers are saying about us, and consider how we can improve your experience.

They consider external measures such as our National Rail Passenger Survey.

And they hear what customers tell us directly. All feedback is channelled through the Customer Relations team, who give a report to the Board monthly. They don't sweeten it, either. The ugly stuff goes in. There's a grim satisfaction to it.

And it does make a difference. These are the managers with the power to change things across the business.

So don't hold back. Give us your thoughts, ideas, experiences, praise and polemics.

Your comments and feedback

We’d love to hear your comments.

So if you think we really could do better, or you’ve had a great time travelling with us, email our Customer Services Team directly on customers@lner.co.uk

You can also use our freepost ‘Comments and Compliments’ forms which are available online and from our stations. They can be handed in at any LNER station or posted to us.

 

Complaints

And if it's a more formal issue, we have a complaints procedure so you know what to expect in terms of resolution.

Download our Customer Complaints Handling Procedure

National Rail Passenger Survey

As well as measuring our performance via passenger feedback, the National Rail Passenger Survey (NRPS) provides further insights into how we’re doing.

It’s an independent survey carried out twice a year by Transport Focus, the transport watchdog. You can visit their website at transportfocus.org.uk.

Performance Snapshot

See the latest figures on our customer performance.