Gatwick Express has regained its top score of 94% in the independent National Passenger Survey (NPS), making the internationally loved rail-air link the country’s most popular train company.
Gareth Jones, Head of Customer Service at Gatwick Express said:“Gatwick Express has maintained its position as a top scorer in the National Passenger Survey since 2004 because our commitment to providing the highest levels of customer service is at the heart of our business. This 94% score is a testament to the hard work of all our staff who make the Gatwick Express service so valued by our customers. We are delighted that once again, Gatwick Express has been recognised as a company that puts its customers first.”
Since Gatwick Express was included in the NPS in 1999, Passenger Focus has consulted over 400,000 passengers to produce a network-wide picture of passenger’s satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of journeys. To provide a meaningful benchmark, three different types of train operator have been identified; these are long distance, London and South East, and regional operators.
Passengers’ overall satisfaction and satisfaction with 31 other specific aspects of service are compared over time and Gatwick Express has improved in 13 of the 31 categories within the last year. These include areas such as the helpfulness and availability of staff, toilet and ticket buying facilities, space for luggage and cleanliness of the trains.
Gareth Jones adds: “Putting customers first is at the heart of everything we do at Gatwick Express, so we are overjoyed that our customers have put us first in the National Passenger Survey. We are extremely proud of our staff who, once again, have delivered the UK’s top train service.”