Southeastern comes third last in Which? train company customer satisfaction survey

News Shopper: Southeastern has came third bottom in the Which? survey. Southeastern has came third bottom in the Which? survey.

SOUTHEASTERN has come third last in a new customer satisfaction survey for train operators.

The company, which runs services across Bexley and north Kent, scored 43 per cent – just ahead of Greater Anglia and First Capital Connect – while Virgin Trains came top of the Which? survey for the second year running on 67 per cent.

The consumer campaign group also found Southeastern wanting among commuter train companies, as it came third bottom again with 38 per cent customer satisfaction and just one star out of five for value for money.

Carried out in November last year, the survey drew responses from 541 Southeastern users.

Scores are based on customers’ overall satisfaction and likelihood to recommend the company while the results are weighted to reflect each franchise holders’ market share and the type of passengers it carries.

A Southeastern spokeswoman branded the survey "highly subjective".

She added: "Since we commenced running the franchise, we’ve increased the number of train services, refurbished stations, provided more cycle facilities and enhanced CCTV and security.

"Our trains are also now more punctual than ever before."

Customer satisfaction ratings (percentage)

  1. Virgin Trains- 67 
  2. London Overground- 65 
  3. C2C- 64 
  4. Merseyrail- 64 
  5. Chiltern Railways- 62 
  6. East Coast- 58 
  7. First Transpennine Express- 54 
  8. ScotRail- 53
  9. Cross Country- 51
  10. East Midlands Trains- 50
  11. Arriva Trains Wales- 48
  12. Southern- 48
  13. South West Trains- 47
  14. London Midland- 45
  15. Northern- 44
  16. First Great Western- 43
  17. Southeastern- 43
  18. Greater Anglia- 42
  19. First Capital Connect- 40

 

Visit which.co.uk for more information on the survey. 

Comments (6)

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4:03pm Wed 20 Feb 13

cookster says...

18 and 19 are definitely right.

I think Southeastern are not as bad as people make them out to be though.
18 and 19 are definitely right. I think Southeastern are not as bad as people make them out to be though. cookster

4:09pm Wed 20 Feb 13

Hk says...

Im surprised they came that high!
Im surprised they came that high! Hk

4:24pm Wed 20 Feb 13

SidcupResident says...

I know I've said this before but if you really want to make a statement against Southeastern then don't use them.

You can save alot of money by getting a bus and tube instead.

If you get a zone 1 and 2 travelcard you can use it on any bus in London (regardless of what zone you live in) and then get the tube from North Greenwich, Lewisham or New Cross.

Downside though is that you may have to allow for extra journey time, so apologies if this arrangement is not applicable for you.

It's worth having a look at the TFL site ( www.tfl.gov.uk ) and using their journey planner. Go to the preferences and select tube and bus only. You'll be surprised at the different option you have getting to work.

The other option is using a rail station further in. I know quite a few people that use Sidcup station (zone 6) when they can get a zone 1-4 travelcard, jump on a bus to Welling or Eltham and save quite a bit of money.
I know I've said this before but if you really want to make a statement against Southeastern then don't use them. You can save alot of money by getting a bus and tube instead. If you get a zone 1 and 2 travelcard you can use it on any bus in London (regardless of what zone you live in) and then get the tube from North Greenwich, Lewisham or New Cross. Downside though is that you may have to allow for extra journey time, so apologies if this arrangement is not applicable for you. It's worth having a look at the TFL site ( www.tfl.gov.uk ) and using their journey planner. Go to the preferences and select tube and bus only. You'll be surprised at the different option you have getting to work. The other option is using a rail station further in. I know quite a few people that use Sidcup station (zone 6) when they can get a zone 1-4 travelcard, jump on a bus to Welling or Eltham and save quite a bit of money. SidcupResident

10:01pm Wed 20 Feb 13

glenn_london says...

cookster wrote:
18 and 19 are definitely right.

I think Southeastern are not as bad as people make them out to be though.
I use them every day from Orpington to London and, apart from when it snowed, I can't really fault the service. The dirty trains aren't dumped in by the train company it's other train users.
[quote][p][bold]cookster[/bold] wrote: 18 and 19 are definitely right. I think Southeastern are not as bad as people make them out to be though.[/p][/quote]I use them every day from Orpington to London and, apart from when it snowed, I can't really fault the service. The dirty trains aren't dumped in by the train company it's other train users. glenn_london

9:05am Thu 21 Feb 13

MJB says...

As much as it pains me to say it, they are a bit better than they used to be. As said, the snow screwed it up pretty badly but my regular trains are improved - run on time and less cancellations (I might've just got lucky).

The main issue for me is the complete lack of real time information - quite often I can check an app on my phone before leaving home (train on time) and get to the station and find it's been cancelled in that ten minutes. I find it hard to believe they wouldn't have known whether it's running or not until the last minute.

Keeping customers information would help a great deal. We know trains get cancelled - that's life - but the lack of updates from their station/train staff is shockingly bad.
As much as it pains me to say it, they are a bit better than they used to be. As said, the snow screwed it up pretty badly but my regular trains are improved - run on time and less cancellations (I might've just got lucky). The main issue for me is the complete lack of real time information - quite often I can check an app on my phone before leaving home (train on time) and get to the station and find it's been cancelled in that ten minutes. I find it hard to believe they wouldn't have known whether it's running or not until the last minute. Keeping customers information would help a great deal. We know trains get cancelled - that's life - but the lack of updates from their station/train staff is shockingly bad. MJB

10:37am Thu 21 Feb 13

Toolbox69 says...

Unfortuntaely, I have no other option than to use the trains. That said, the service itself is normally reliable, sve for congestion around London Bridge.

The issue of real time information mentioned by MJB is my biggest frustration, together with the union mentality adopted by employees of the railways, and their inflated salaries. I remember once when the trains were messed up, being advised to get a train to London Bridge from Cannon Street once in an effort to clear the station - the station closes soon was the message from the concourse staff, in other words, stuff your journey home because I finish soon. My train hadn't actually been cancelled at that point, and it subsequently ran around 30 minutes late, but it did run. Trains out of London Bridge were no better! Not forgetting also a day I forgot my ticket, and was spoken to as if I was a hardened criminal!
Unfortuntaely, I have no other option than to use the trains. That said, the service itself is normally reliable, sve for congestion around London Bridge. The issue of real time information mentioned by MJB is my biggest frustration, together with the union mentality adopted by employees of the railways, and their inflated salaries. I remember once when the trains were messed up, being advised to get a train to London Bridge from Cannon Street once in an effort to clear the station - the station closes soon was the message from the concourse staff, in other words, stuff your journey home because I finish soon. My train hadn't actually been cancelled at that point, and it subsequently ran around 30 minutes late, but it did run. Trains out of London Bridge were no better! Not forgetting also a day I forgot my ticket, and was spoken to as if I was a hardened criminal! Toolbox69

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