Search

Less than half of Southeastern customers satisfied with service, says Which? survey

PUBLISHED: 09:56 18 February 2016 | UPDATED: 14:12 18 February 2016

Southeastern

Southeastern

Archant

The ratings are the joint-worst in the country, according to the consumer watchdog

Southeastern has been branded one of the worst in the country for customer satisfaction, after less than half of commuters revealed they were content with its services, according to a survey.

The annual rail satisfaction survey, conducted by Which?, revealed that Southeastern joined Thameslink and Great Northern at the bottom of the table, with a customer score of just 46 per cent.

This is based on availability of seating, punctuality, cleanliness of trains, reliability and value for money.

Which? executive director Richard Lloyd, said: “Our report shows that commuters are getting a raw deal from their train operator.

“Whether its dirty facilities on the train, overcrowding or delayed trains, it is clear operators need to up their game.

“Rail operators need to do much more to treat their customers fairly, providing better information and access to compensation when passengers are delayed.

“Passengers want to see action taken to make rail delay refunds easier and we have asked the regulator to investigate using our super-complaint powers.”

A Southeastern spokesman said in response: “While the Which? report questioned fewer passengers than the recent National Rail Passenger Survey (NRPS) - which shows our overall customer satisfaction rate at 75 per cent - both clearly indicate we have much more to do.

“We’re part way through a £70m investment programme, refurbishing our trains and stations, providing more front line employees for passengers, improving customer service training and providing more real time information during journeys.

“The NRPS survey showed passengers have noticed, as satisfaction in these areas has risen, but punctuality is the key driver of satisfaction for most.

“Along with Network Rail who look after railway infrastructure such as track and signalling, we’re working hard to improve punctuality and minimise delays.

“In regards to compensation, we actively promote the Delay Repay scheme online, by social media such as Twitter, in media announcements and on station posters.

“This pays compensation to anyone whose journey was delayed by 30 minutes or more. This is set as part of our franchise agreement with the Department for Transport.”

Latest Bexley news

Monday, September 24, 2018

The most popular names given to baby boys and girls last year in East London suggests that where you live could influence what name you choose for your child.

Monday, September 24, 2018

Bexleyheath based big cat keeper and author, Martin Hill, has released another picture book about the relationship between three young big cats.

Sunday, September 23, 2018

Kent travel to Birmingham for their Specsavers County Championship Division Two title showdown with Warwickshire starting on Monday.

Saturday, September 22, 2018

We talk to hundreds of local business owners every day; we hear their concerns, understand their challenges and share in their successes.

Friday, September 21, 2018

Kent’s Joe Denly and Rory Burns of Surrey earned earned their first Test call-ups for England’s forthcoming tour of Sri Lanka on Friday, but national selector Ed Smith insists there is no pressure to become “the new Alastair Cook”.

Thursday, September 20, 2018

The 80-year-old, who has scored more than 300 games, earned praise from England cricketer Stuart Broad

Thursday, September 20, 2018

County Championship Division Two: Glamorgan (186 & 78) lost by an innings and 172 runs to Kent (436)

Thursday, September 20, 2018

Kent centurion Zak Crawley admitted it felt good to finally score his maiden century for the county on Wednesday.

Most read news

Digital Edition

Image
Read the Bexley Times e-edition today
E-edition

Newsletter Sign Up

Bexley Times twice-weekly newsletter
Sign up to receive our regular email newsletter

Our Privacy Policy

Show Job Lists

Family Notices 24