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Huge increase in passenger satisfaction...but Southeastern still among poorest rail services in country

PUBLISHED: 11:55 25 July 2017 | UPDATED: 11:55 25 July 2017

Southeastern passengers

Southeastern passengers

Archant

The operator saw overall satisfaction increase to 81 per cent in Transport Focus’ spring survey

Kent and south east London’s rail services are still among the poorest in the country, despite a rise in passenger satisfaction, according to a new report.

Southeastern, which operates trains across the county and in Bexley and Bromley, saw overall satisfaction increase to 81 per cent in Transport Focus’ spring survey, up some ten per cent, which is the biggest improvement among those surveyed.

However, only Great Northern, Thameslink and Southern, which runs trains between Ashford and Tonbridge, had a lower rating, and nine per cent of the 1,528 Southeastern passengers asked said they were dissatisfied or felt it was a poor service.

Nevertheless, the firm is taking the reaction as positive news, with Southeastern’s managing director, David Statham, saying: “We’re really pleased that passenger satisfaction has significantly improved and 8 in 10 of our passengers are satisfied with our service.

“This a direct result of the hard work and commitment of our employees who take care of our passengers’ needs day in and day out.

“We have invested more in customer service training, and kept a determined focus on trains arriving at the right time.

“We have done this by working together with Network Rail and setting up a joint team that shares knowledge to improve performance and minimise delays.”

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