Top customer satisfaction marks for Heathrow Express

The National Rail Passenger Survey gathers the opinions of UK train passengers twice a year, and Heathrow Express has also outperformed other train companies in London and the South East, where the average ‘overall satisfaction’ score was 82%.

The survey states that ‘punctuality/reliability’ has the biggest impact on overall satisfaction, and Heathrow Express scored 96% in that category – 19% more than counterparts in London and the South East. The service, which carries 16,000 people a day between London and Heathrow with a journey time of 15 minutes, also scored 96% in ‘length of time the journey was scheduled to take (speed).’ The attitudes and helpfulness of staff at the station has scored 90%, up 4% year-on-year, and availability of staff at the station has gone up 10% to 87%.

Heathrow Express has been scored 52% in the ‘value for money’ category, an 11% improvement on the same period last year and 9% higher than any other operator in London and the South East.

Heathrow Express Director, Fraser Brown, said: “It can be difficult to improve on scores that are already good, so I’m really pleased to see that the team’s hard work is paying off across the board.”