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27 Jun 2019

Southeastern achieves significant improvement in passenger satisfaction

Southeastern achieves significant improvement in passenger satisfaction: Female colleague Emily, Platform staff helping passenger at Tunbridge Wells station

  • Independent watchdog reports a 5% improvement in Southeastern passengers' overall satisfaction
  • Southeastern one of only three train operators in Britain to show a significant improvement
  • Improvements driven by record-breaking punctuality, investment in station facilities, and the introduction of free WiFi on board

Southeastern has recorded a significant year-on-year improvement in passengers' overall satisfaction with its train service, according to the results of a survey published today (27th June 2019) by independent passenger watchdog Transport Focus.

Overall satisfaction among Southeastern passengers has increased by 5% since Spring 2018 and 4 out of every 5 passengers (80%) now rate themselves as very or fairly satisfied with their journey. Southeastern is one of only three train operators in Britain to show a significant year-on-year improvement in the Spring 2019 National Rail Passenger Survey.

The survey results also show that passengers' satisfaction with the punctuality of Southeastern's trains has increased by 8% over the past year, reflecting a near 10% improvement in train punctuality since 2017. This improvement has been delivered through close partnership working with Network Rail, and 2018 was Southeastern's most punctual ever Autumn for the second year running.

David Statham, Southeastern's Managing Director, said:

"I'm delighted that we've made such a significant improvement in our passengers' satisfaction, which reflects the daily hard work of everyone here at Southeastern, and more than £80 million of investment we've made to improve our stations, trains and the punctuality of our service." 

In 2018 Southeastern also introduced free on-board WiFi and completed a £30 million refurbishment of one-third of its train fleet. In the last 6-months it has spent £1.5 million refurbishing station buildings and toilets, installing new cycle parking facilities and resurfacing more than 40 of its car parks. The train operator has invested more than £80 million since 2014 to improve passengers' experience at stations and on-board



Contact information

Southeastern Press Office

0330 095 9091

Notes to editors


About the National Rail Passenger Survey

About Southeastern

  • Southeastern is Britain’s third-largest rail franchise; with around 640,000 journeys a day made on a 540-mile network, serving 176 stations across South East London, Kent and parts of East Sussex.
  • Southeastern is part of Govia; Go-Ahead's UK rail operation.
  • Govia, is 65 per cent owned by Go-Ahead and 35 per cent by Keolis. It is the largest rail operation in the country, responsible for over 30 per cent of all UK passenger rail journeys through its rail franchises: GTR (Govia Thameslink Railway) and Southeastern.  
  • In June 2019 Southeastern announced a short-term extension to its current franchise, agreed following an announcement by the Secretary of State for Transport on 10 April. Southeastern will continue to operate services until 10 November 2019, with an option to extend to 1 April 2020, allowing the Government more time to review and award a winner for the next South Eastern franchise.
  • Govia is shortlisted for the next South Eastern franchise to be awarded by the DfT.

Recent Southeastern achievements

  • Southeastern has been shortlisted for ‘Passenger Operator of the Year’ in the 2019 National Rail Awards
  • Since its Direct Award contract began in 2014, Southeastern has invested more than £80m in improvements for passengers.
  • Southeastern has improved punctuality by nearly 10% since 2017, through close partnership working with Network Rail
  • In 2017, Southeastern introduced 68 extra carriages - providing 5,000 extra seats and boosting capacity on its busiest services
  • Southeastern has a Customer Ambassador team of 20 dedicated staff whose sole purpose is to help passengers at stations. They won the National Rail Award for Customer Service Excellence in 2017.
  • In 2018 Southeastern introduced free WiFi on board all its trains, including free Amazon Prime content, magazines, games and podcasts.
  • This year Southeastern has invested £75,000 to improve passenger information systems, providing more detail on train locations, lengths and disruption
  • Southeastern has introduced ‘The Key’ smart ticket to replace outdated magnetic stripe tickets.
  • 100 million journeys have been made on Southeastern Highspeed since it was introduced in 2009 – Britain’s first and only domestic high speed train service


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