London Midland is the most improved rail operator in the UK for customer satisfaction with a rise of eight per cent in a year, according to the latest figures released today (June 22).
In the latest National Passenger Survey (NPS) results for Spring 2010 London Midland passengers have noted an increase in overall customer satisfaction to 86 per cent.
The result means that London Midland is three per cent better than the national average for overall customer satisfaction. Most significantly, London Midland scores have improved in 31 of the 32 areas judged by the National Passenger Survey since Spring 2009.
London Midland has also recorded its best-ever levels of performance with 92.7 per cent of trains on time in April and four consecutive periods of performance in excess of 90 per cent.
London Midland's biggest improvements since Spring 2009 in the NPS survey relate to the quality of the train service with eleven per cent increases in punctuality and reliability, coping with delays, frequency of trains and value for money.
London Midland managing director, Mike Hodson, said: “We're absolutely delighted with these results which reflect the hard work put in by London Midland staff. We know there is still room for improvement but, along with our improved performance, we're making real progress and it's satisfying that passengers are seeing that.”
