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

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




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.”

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