Train firm is hailed for its improvement

Each year, the Institute of Customer Services publishes its UK Customer Satisfaction Index (UKCSI), measuring customer satisfaction of its members across all industry sectors.

Southeastern has achieved second place nationally for improvement – just behind Ryanair and ahead of other well-known companies such as LoveFilm, Volvo, the Cooperative and EDF Energy.

The annual UKCSI – which was released this week - is seen as extremely influential across all types of industries and lists among its members well known brands such as Aldi, M&S, Amazon and Virgin Atlantic.

In the latest report, the Institute of Customer Services said of Southeastern: “The second biggest improver, Southeastern Trains, has also raised customer satisfaction most in key behavioural measures such as helpfulness, friendliness and competence of staff, as well as speed of service.”

Southeastern’s managing director David Statham said: “I am very pleased that people are recognising the improvements that we are putting in place at Southeastern.

“We still have a lot more to do, but it is important for me that such an influential organisation as the Institute of Customer Service has scored us as the second most improved firm nationally.

“It is particularly pleasing that we have been singled out for praise for the helpfulness, friendliness and competence of our staff as well as how quickly they respond to our customers.”

Recent customer service improvements include more frontline staff, more information screens at stations, and new technology for staff on platforms and conductors.