Skip Navigation


28 Jan 2020

Southeastern passenger satisfaction hits 6 year high

Southeastern passenger satisfaction hits 6 year high: SimonJames-46

  • 81% of Southeastern passengers are satisfied with their journeys according to National Rail Passenger Survey results for Autumn 2019
  • 3% year-on-year increase gives highest Autumn result since 2013
  • Significant increases in satisfaction with punctuality, helpfulness of staff and cycle parking

Transport Focus has today (29th January 2020) published the results of the Autumn 2019 National Rail Passenger Survey.

Overall satisfaction among Southeastern passengers was 81% - a 3% year-on-year increase and the train operator’s highest Autumn result since 2013.

A Southeastern spokesperson said:

“4 out of 5 passengers are satisfied with our service, and these results are a 3% improvement on the previous year’s survey. But we know there’s always more we can and will do to keep improving.

"In 2019 we introduced the improved Delay Repay 15 compensation scheme, and we've invested over £70m in improvements including; extra seating at stations, measures to improve train punctuality and award-winning cycle parking facilities.”

"We’re also delighted that satisfaction with the helpfulness of our staff on board has increased by 8%, reflecting our commitment to improve passengers’ experience while travelling with us."

Contact information

Southeastern Press Office

0330 095 9091

Notes to editors

- Southeastern had an overall satisfaction of 81% in the Autumn 2019 NRPS results – a 3% year-on-year increase.

- Punctuality on Southeastern services has improved by nearly 10% since 2017

- Southeastern won a 2020 Cycle Rail Award for its cycle hubs at Ashford and Gravesend. Southeastern has invested £3.4 million in the last 2 years to provide 782 secure cycle parking spaces at 14 stations across Kent and South East London.

- In September 2019, Southeastern introduced improved ‘Delay Repay’ 15 compensation, and made claim forms faster and easier to complete on an upgraded website.

- In 2019 Southeastern’s Highspeed service celebrated its 10th anniversary. More than 100 million passenger journeys have been made on the 140 mph train service.

- In September 2019, Southeastern was Highly Commended at the National Rail Awards in the Passenger Operator of the Year category


  1. Home
  2. Help and contact
  3. Media centre
  4. News Releases
  5. Southeastern passenger satisfaction hits 6 year high