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