Heathrow Express has increased its overall satisfaction rate to 96 per cent in the latest National Rail Passenger Survey. The Survey, run by Passenger Focus, gathers the opinions of train services twice a year from a representative sample of passenger journeys. Passengers’ overall satisfaction, overall satisfaction with the station and train, and satisfaction with 33 specific aspects of service are all surveyed. The latest survey refers to research undertaken between September 1 and November 20, 2016.
Heathrow Express achieved its best ever score of 93 per cent for the helpfulness and attitude of staff, and value for money increased by 11 percentage points to 53 per cent compared to a London and South East average of 43 per cent.
Availability of staff at the station and on the train jumped to 85 per cent and 86 per cent respectively versus a national average of 66 per cent and 44 per cent, while attitude and helpfulness of staff at the station and on the train increased 5 and 6 points to 92 per cent and 93 per cent.
Fraser Brown, director of Heathrow Express said:
“Providing an excellent premium service means dedication from staff and attention to detail and we couldn’t achieve these scores without the huge efforts of our team.
“These scores prove once again that not only does Heathrow Express provide the fastest way to travel between the UK’s biggest airport and central London, but it does so professionally and without fuss. Our priority is to get passengers between Heathrow Airport and Paddington as quickly and as safely as possible, but we also go the extra mile.
“Passengers in this survey have recognised us for our customer service, convenience, and the pride we take in our trains and stations. Our carriages not only look good, but provide plenty of facilities such as fast wifi, as well as being clean and spacious – with good legroom and plenty of space for luggage, which is why we also scored an excellent 97 per cent satisfaction rate for the trains themselves.”