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Southeastern comes third last in Which? train company customer satisfaction 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)
- Virgin Trains- 67
- London Overground- 65
- C2C- 64
- Merseyrail- 64
- Chiltern Railways- 62
- East Coast- 58
- First Transpennine Express- 54
- ScotRail- 53
- Cross Country- 51
- East Midlands Trains- 50
- Arriva Trains Wales- 48
- Southern- 48
- South West Trains- 47
- London Midland- 45
- Northern- 44
- First Great Western- 43
- Southeastern- 43
- Greater Anglia- 42
- First Capital Connect- 40
Visit which.co.uk for more information on the survey.