Southeastern achieves highest ever customer satisfaction and best punctuality since records began

26 January 2012

The latest independent National Passenger Survey, conducted by the Government's official passenger watchdog Passenger Focus, has shown that 83% of passengers are satisfied with Go-Ahead's  Southeastern rail franchise. This is the highest ever achieved by any operator of the South Eastern Network.

This comes on the back of recently record breaking figures released by Network Rail that shows that over the past year 91.6% of Southeastern trains arrived on time. The Moving Annual Average (based on the Public Performance Measure* recorded every four weeks) figure is the highest achieved on this part of the network since punctuality was recorded in the days of British Rail.

Charles Horton, Managing Director of Southeastern said: "To achieve both the best customer satisfaction and best punctuality figures in this regions history is great news. This is especially pleasing when you consider that we are running more trains than ever before and carrying record numbers of passengers on the most complex infrastructure in the country with the biggest bottleneck in the country, London Bridge."

Go-Ahead's other two rail franchises Southern and London Midland also saw improvements in passenger satisfaction, scoring 83% and 85% respectively.
David Brown, Go-Ahead's Group Chief Executive said: "These results are very encouraging and I congratulate Southeastern on their record braking figures. Go-Ahead is the busiest rail operator in the UK  - carrying around one million passengers every day. We strive to deliver high quality services and I am  pleased to see that our customers recognise the continuing improvements we have made across our three franchises. However, we do recognise that there are some areas where we must improve further, and we will continue to do our utmost to tackle these issues."

*Public Performance Measurement (PPM) is a % measure of passenger trains arriving on time at their scheduled destination. For long distance trains 'on time' is within 10 minutes of the timetabled arrival time, for all others (including Southeastern) it is within 5 minutes.

For further information please contact:
Catherine Robertson
Group Communications &
Investor Relations Manager
Tel: 020 7821 3929

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