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Passenger satisfaction results and record breaking performance celebrated at c2c
25th January 2008
c2c
Figures released from the National Passenger Survey (NPS) this week show c2c has maintained its third place position for customer satisfaction in the Autumn 2007 survey results achieving 89% satisfaction. This follows figures released earlier this month by The Department for Transport (DfT) which saw c2c breaking the industry record for punctuality over the last year, achieving an annual average of 94.63% Public Performance Measure (PPM) in 2007.
Achieving almost 90% satisfaction with customers, the NPS survey showed improvement for c2c in areas such as value for money, security and availability of staff. The industry record breaking punctuality figures see c2c beat the previous industry record of 94.41% set by ScotRail in 1998 making it the most punctual train operating company in the country’
Commenting on the combined results, Julian Drury, c2c’s new Managing Director said:
“At c2c we are delighted to maintain third place in the National Passenger Survey which compliments perfectly our recent industry record breaking results for PPM. These results are a testament to the hard work and dedication of all c2c employees who work hard to deliver the best possible service to our customers
In spite of our very respectable results, our efforts do not stop here, we are aware that there are areas that need our attention and we are determined to build on this success in 2008.”
Improvement plans for c2c in 2008 include a continued programme of customer focused improvements to stations, a new timetable in May and a focus on customer communications, specifically during periods of disruption.
Notes to Editors
National Passenger Survey
The independent national rail consumer watchdog, Passenger Focus, consult 50,000 passengers a year to produce the National Passenger Survey (NPS) - a network-wide picture of passengers satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of journeys.
Passengers' overall satisfaction and satisfaction with 29 specific aspects of service can, therefore, be compared over time.
Public Performance Measure (PPM) is the standard measure adopted to quantify the performance of Britain's passenger railways. It combines figures for punctuality and reliability into a single performance measure. It covers all scheduled services, seven days a week. PPM is always measured at the final destination.
The PPM measures the performance of every individual passenger train against the daily timetable. Where a train fails to run its entire planned route calling at all timetabled stations it counts as late. Cancelled trains are also counted as late.
Trains that complete their journey as planned are measured for punctuality at their final destination. A train's performance is recorded by the automated monitoring systems, which log performance using the signaling system. Long distance trains count as arriving on time if they arrive within 10 minutes of their scheduled time. All other trains count as arriving on time if they arrive within 5 minutes of their scheduled time.
Achieving almost 90% satisfaction with customers, the NPS survey showed improvement for c2c in areas such as value for money, security and availability of staff. The industry record breaking punctuality figures see c2c beat the previous industry record of 94.41% set by ScotRail in 1998 making it the most punctual train operating company in the country’
Commenting on the combined results, Julian Drury, c2c’s new Managing Director said:
“At c2c we are delighted to maintain third place in the National Passenger Survey which compliments perfectly our recent industry record breaking results for PPM. These results are a testament to the hard work and dedication of all c2c employees who work hard to deliver the best possible service to our customers
In spite of our very respectable results, our efforts do not stop here, we are aware that there are areas that need our attention and we are determined to build on this success in 2008.”
Improvement plans for c2c in 2008 include a continued programme of customer focused improvements to stations, a new timetable in May and a focus on customer communications, specifically during periods of disruption.
Notes to Editors
National Passenger Survey
The independent national rail consumer watchdog, Passenger Focus, consult 50,000 passengers a year to produce the National Passenger Survey (NPS) - a network-wide picture of passengers satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of journeys.
Passengers' overall satisfaction and satisfaction with 29 specific aspects of service can, therefore, be compared over time.
Public Performance Measure (PPM) is the standard measure adopted to quantify the performance of Britain's passenger railways. It combines figures for punctuality and reliability into a single performance measure. It covers all scheduled services, seven days a week. PPM is always measured at the final destination.
The PPM measures the performance of every individual passenger train against the daily timetable. Where a train fails to run its entire planned route calling at all timetabled stations it counts as late. Cancelled trains are also counted as late.
Trains that complete their journey as planned are measured for punctuality at their final destination. A train's performance is recorded by the automated monitoring systems, which log performance using the signaling system. Long distance trains count as arriving on time if they arrive within 10 minutes of their scheduled time. All other trains count as arriving on time if they arrive within 5 minutes of their scheduled time.
