Customer satisfaction survey
Period 11 (05/01/2020-01/02/2020)
Customer Satisfaction Surveys; Headlines
10,441 incoming messages
8,569 incoming conversations.
• Overall journey satisfaction increased by 10% to 89% ofcustomers being satisfied compared to 79% in the Autumn NRPS.
• Overall Net Promoter Score for Period 11 was 22 with 39% of ourcustomers would recommend us to their friends and family.
• 90% of customers were satisfied with the overall on-boardenvironment which 15% higher than the Autumn NRPS result of74%.
• 82% of customers were satisfied with the overall stationenvironment, 11% higher than the most recent NRPS result of71%.
• 97% of customers who had already purchased tickets weresatisfied with the overall ticket buying process, compared to 76%in Autumn NRPS.
• 63% of customers were satisfied with how the delay theyincurred was handled –18pp above the 45% result in the AutumnNRPS.
0%
5%
10%
15%
20%
25%
30%
0 - -Leastlikely
1 2 3 4 5 6 7 8 9 10 - Verylikely
Likelihood of recommendation
Customer Satisfaction Surveys; Station
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.
Responses typically took 1 minute 30 seconds to compose and send.
• 82% of customers were satisfied with the overall station environment, an increase of 4ppfrom P10.
• 79% were satisfied with toilet facilities•• 56% were satisfied with the choice of shops
• 67% were satisfied with the car parking facilities
• 93% of people were satisfied with the helpfulness of staff at the station.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ticket office orTicket VendingMachine (TVM)
CustomerInformation
Screens
Car park ing Wayfinding Station Upkeep ShelterFacilities
Cleanliness Toilet Facilities Availability ofStaff
Helpfulness ofStaff
Connectionswith otherforms oftransport
Security @Station
Step fromPlatform to
train
Availability ofseating
Choice of Shops
Station Environment
Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied
32%
50%
13%
3% 2%
Overall Station Environment Satisfaction
Very satisfied
Fairly satisfied
Neither satisfied ordissatisfied
Fairly dissatisfied
Very dissatisfied
Customer Satisfaction Surveys Onboard
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.
Responses typically took 1 minute 30 seconds to compose and send.
• 90% of customers were satisfied with the overall onboard environment,
• 75% were satisfied with the availability of Wi-Fi on-board.
• 83% of customers were satisfied with the luggage space provided
• 88% were satisfied with their own personal security on the train
• 87% were satisfied with onboard cleanliness
• 74% were happy with the onboard toilet facilities
• 95% were satisfied with the helpfulness of staff
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Digitalinformation
Manualannouncements
Upkeep/ repairof train
Cleanliness Toilet facilities Availability ofstaff
Helpfulness ofstaff
Space forluggage
Security onboard Availability ofseating
Comfort ofseating
Reservations(seat)
On-boardcateringprovision
Availability ofWi-Fi
On-board Environment
Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied
Overall On-Board Satisfaction
Very satisfied Fairly satisfied
Neither satisfied or dissatisfied Not applicable/ Don't know
Fairly dissatisfied Very dissatisfied
Customer Satisfaction Surveys Disruption
• 12% of customers incurred a delay, a 6pp increase from P10
• 50% of this sample would have been ineligible to claim for delay compensation (less than 15
minutes)
• 48% of customers were aware of the ‘Delay-Repay’ scheme
• Customers were mostly satisfied with the handling of disruption: 63% of customers were
satisfied with this
• This is 18pp higher than the 45% satisfaction in the latest NRPS results.
Very satisfied
42%
Fairly
satisfied
21%
Neither
satisfied or
dissatisfied
21%
Fairly
Dissatisfied
16%
Satisfaction with handling of disruption
0-15
minutes
50%
15-30
minutes
46%
30 -60
minutes
4%
How long was the disruption?'
No
52%
Yes
48%
Awareness of 'Delay-Repay'
Thank you