Heathrow Express voted No.2 performer in National Passenger Survey
Thursday, 26 January 2012 16:03
Heathrow Express voted No.2 performer in National Passenger Survey
The National Passenger Survey (NPS) results have been published with Heathrow Express securing overall 2nd place. The survey which sees 50,000 passengers polled by Passenger Focus reveals a nationwide picture of train performance and passenger satisfaction.Heathrow Express secured an enviable 93% score with particularly high scores secured in key areas to the business. Punctuality is of the utmost importance to the service and in this section Heathrow Express scores 94%. This represents a 14% increase on the London & South East average % score for punctuality and reliability for other train operating companies (TOC’s). ‘Staff handling requests’ secured a 96% satisfied or good rating and a 25% above the average score for ‘helpfulness and attitude of staff on train’ was achieved in comparison with other TOC’s.
Managing Director, Keith Greenfield quotes “We are delighted with our sustained performance. Our mission is to offer exemplary service to our customers every time they travel with us and we are constantly looking for ways we can improve and innovate.”
Heathrow Express is the fastest way to travel between Heathrow Airport and Central London(Paddington.) Trains depart every 15 minutes with average journey times taking just 15 minutes.
