We scored 91% in the latest National Rail Passenger Survey, leading the way in long-distance franchise operators.

This is the best result seen on the east coast for three years, and we’ve seen improvements in scores across the route. Our fleet refurbishments have been reflected in a 10% increase in the scores for the upkeep and repair of trains, and an 8% increase in the comfort of train seats.

Car parking facilities have seen an 11% boost in customer satisfaction, reflecting the additional 1,000 car parking spaces we’ve made available at the stations we manage. We’ve also seen high scores on frequency and speed of our trains, following the recent timetable enhancements made.

Punctuality scores are also up, and we recently achieved 100% PPM on two days, meaning that all our trains arrived on time or within 10 minutes of its scheduled time. We’re always looking at how we can continue to improve our services to make sure passengers benefit from improved punctuality.