“We’re really pleased that passenger satisfaction has significantly improved and 8 in 10 of our passengers are satisfied with our service. This a direct result of the hard work and commitment of our employees who take care of our passengers’ needs day in and day out. We have invested more in customer service training, and kept a determined focus on trains arriving at the right time. We have done this by working together with Network Rail and setting up a joint team that shares knowledge to improve performance and minimise delays.”
