LNER Strengthens customer satisfaction score success

02/07/20

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LNER has achieved one of the highest overall scores for a long-distance train company as part of the latest National Rail Passenger Survey results revealed today.

LNER secured 91 per cent for overall passenger satisfaction as part of the independent survey by Transport Focus. This is the third consecutive increase for LNER and represents a two-point increase compared to last year.

LNER has seen specific increases in scores relating to the cleanliness of trains, car park facilities and provision of information to customers.

David Horne, Managing Director at LNER, said: “LNER remains committed to providing the very best customer experience for all of our customers. This latest set of results demonstrates our continued focus to do just that. Since the survey was carried out, we have further enhanced our cleaning measures at stations and on our trains to ensure people can travel with us with confidence.

“We look forward to building on these latest results by making travel simpler, smarter and keeping the customer at the very heart of all we do.”

Transport Focus consulted more than 19,000 passengers to produce this latest National Rail Passenger Survey. Opinions of train services are collected twice a year from a representative sample of journeys.

NRPS is the largest published rail passenger satisfaction survey in the world. It supplies an official statistic that is used as a key performance indicator in most rail franchises. Full results are available on the Transport Focus website.

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