Southeastern Customer Satisfaction

A customer satisfaction survey carried out by Which? has put Kent operator Southeastern bottom of a national list of train companies

It scored 40% for overall satisfaction and the likelihood of recommending the company to a friend, with the most common complaints about "overcrowding and high fares" on services.

Virgin Trains was came top of the list with 64%.

Which? said: "In our survey, many of the positive comments about Southeastern were about its new high-speed trains, although these are only used on a handful of its routes.

"Other respondents mentioned cuts to other services, while overcrowding, high fares in relation to service and cancellations were recurrent themes. One (respondent) told us her husband's train is cancelled 'three to four times a week'.''

But Southeastern has hit back, saying the survey was based on a tiny fraction of the passengers it carries every day.

The company said: "“While we always take all customer feedback onboard, we are obviously disappointed with the survey results, as we’ve been working hard to make improvements for passengers over the past few years
“Southeastern carries around 570,000 passengers every week day and more than 80 percent are commuters. This survey is based on 299 passenger responses – 87 of which are commuters.
“In the most recent National Passenger Survey, conducted by the independent watch-dog Passenger Focus and covering a much larger sample-size,  83 percent of passengers said they were satisfied with Southeastern’s train services.
“At a time when we are running more train services than ever before and carrying more passengers, our punctuality figures are at an all time high (over 90%) and we are achieving the best results on this part of the network since punctuality records began.
“We know we have more work to do, but these results show that we are heading in the right direction and we trust our efforts will be reflected in future passenger surveys.”

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