Hard work puts East Coast on inside track

27 June 2014

East Coast has been voted Britain’s top long-distance franchised train operator in a national customer survey.

The operator was been awarded a 91% overall satisfaction rating for a record second consecutive time in the National Rail Passenger Survey (NRPS) conducted every six months by independent transport watchdog Passenger Focus.

The accolade comes as East Coast’s services continue to achieve best-ever results for reliability for the first three months of the financial year, with an average of 92% of trains arriving on time in April, May and June 2014.

The NRPS survey awarded an 86% average satisfaction rating to long distance operators, three points fewer than six months ago, but East Coast bucked this by achieving its 91% rating, the operator’s best level for eight years.

East Coast managing director Karen Boswell says: “This survey result is the first time we, or any of our East Coast Main Line predecessors, have achieved this.

“We know a reliable service is a high priority for our customers and we’ll continue to work hard with our infrastructure provider Network Rail to build on this positive performance. Station improvements at Peterborough, Wakefield Westgate and, most  recently, an £8.6m redevelopment of Newcastle station, are delivering much improved facilities for our customers.

“This month, we’ll complete a new £2m investment for improvements to our on-board Wi-Fi, across our fleet of trains. Our complimentary First Class food and drinks service is also highly popular and so is our newly-launched Foodbar, which we recently introduced to provide enhanced on-board catering for customers on all of our services.”

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