Research shows record-breaking jump in customer satisfaction at King’s Cross station

Posted: 19 March 2013 | | No comments yet

The latest annual figures from Passenger Focus shows King’s Cross station has risen…

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The latest annual figures from Passenger Focus shows King’s Cross station has risen from bottom to joint-second among our 17 managed stations in the satisfaction table, with 94% of passengers satisfied compared with just 56% last year.

Whilst the redevelopment will not be completed until the new public square opens in autumn 2013, the new concourse has already dramatically changed the way passengers feel about the station. Stylish, modern, clean, easy to use – are just a few of the words used to describe the concourse.

Anthony Smith, chief executive, Passenger Focus…

“Passengers tell us that station improvements make a big difference to their journey experience – and the revamped King’s Cross station has achieved a 32 percentage point increase in satisfaction in our most recent National Passenger Survey. Our message to industry is to ensure that any investment is targeted at things that passengers want.”

Since March 2012

Since March 2012 King’s Cross station has seen:

  • the award-winning western concourse, giving passengers three times more space with more shops and better facilities
  • reglazing and renovation of the main train shed roofs
  • a problem-free London 2012, with longer, more frequent trains running later into the night
  • closing and demolishing the old and cramped southern concourse to reveal the original Victorian façade and make room for London’s newest space – King’s Cross Square

The stunning glass and steel western concourse – the biggest of its kind in Europe – has been widely acclaimed , winning numerous awards, most recently the MIPIM Awards 2013 (Best Refurbished Building and Special Jury Award) and Rail Station of the Year at the London Transport Awards 2013.

King’s Cross Square – opens autumn 2013

For the final phase, we’ve removed the front canopy and are creating a new 7,000m2 public square, bringing something of the grandness and old-world charm of Europe’s city-centre railway stations to the heart of the capital. The square will open in autumn 2013.

Read more about King’s Cross station improvements.

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