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You are here: Home > News > Southeastern achieves highest ever customer satisfaction

Southeastern achieves highest ever customer satisfaction

Date: 29 Jan 2013

Southeastern has achieved its best ever score in the independent National Passenger Survey, conducted by the Government’s official passenger watchdog Passenger Focus.

84% of passengers are satisfied with Southeastern’s service – a one percent improvement on the same survey conducted last year. This is the highest score ever achieved by any operator of the South Eastern Network.

Charles Horton, Southeastern managing director said, “We’ve been working hard to provide the best possible service for our passengers, so this survey result is very encouraging. This comes off the back of an excellent year in which Southeastern achieved record high punctuality, carried more passengers than ever before, successfully transported over 12 million people throughout the London 2012 Games and was given the highest possible award for ‘Investors in People’ business management.

“We are by no means complacent - we appreciate that not every journey will always run smoothly, and that’s why in partnership with Network Rail and our industry colleagues we’re working hard to further improve services for our passengers.

“However looking back at the satisfaction levels from when we commenced running the franchise in 2006, we’ve come a long way forward so our staff can certainly be proud of this achievement. I’m especially pleased our passengers have noticed an improvement in our service,” he said.

In 2012 Southeastern celebrated a year of records:

  • A successful London 2012 Olympic and Paralympic Games – transporting over 12.6 million people
  • Best ever punctuality performance with 91.7 percent of trains arriving on time*
  • The first and only train operator in the United Kingdom to be awarded the highest possible Investors in People (IiP) ‘Champion’ status. Less than a percent of the 27,000 UK companies with IiP accreditation have reached this top level
  • Awarded 5 stars in the British Quality Foundation Recognised for Excellence (R4E) programme

The National Passenger Survey can be viewed here


*Arrived on time - the measure of train punctuality also known as PPM (public performance measure) means trains arriving at their destinations within five minutes