1. Customer Satisfaction Survey
Winter 2016
Report for c2c by BDRC Continental

2. Summary of results: on board experience
CSS
Winter 2016
Change
NRPS Autumn 2016
Overall journey satisfaction 82 -5 87
Overall train satisfaction -6 88
On board experience
Sufficient room for all the passengers to sit/stand 56 62
Comfort of the seating area 74 79
The ease of being able to get on and off 78 -4
Train planning
The length of time the journey was scheduled to take (speed) 83 -2 85
Punctuality/reliability (i.e. train arriving/departing on time) 84 +1
The frequency of the trains on that route 73
Connections with other train services 80 -1 81
Train maintenance and cleanliness
The cleanliness of the outside
-13
The upkeep and repair of the train 90
The cleanliness of the inside
-11 89
Train facilities and services
The space for luggage 55 +4 51
The provision of information during the journey +2
Toilet facilities 54 52
Value
The value for money for the price of your ticket 41 46
All
+ Significant increase - Significant decrease

3. Summary of results: station experience, staff and security
CSS
Winter 2016
Change
NRPS Autumn 2016
Overall journey satisfaction 82 -5 87
Overall station satisfaction 78 83
Station facilities and services
The overall station environment 69 -3 72
Provision of information about train times/platforms 86
Connections with other forms of public transport 70 75
The facilities and services at that station 51 -7 58
The choice of shops/eating/drinking facilities available 40 -4 44
Ticket buying facilities 76 4
Availability of seating 48 -6 54
Facilities for car parking 55 1
The provision of shelter facilities 60 -9
Station maintenance and cleanliness
The upkeep/repair of the station buildings/platforms 71
Cleanliness 74 -2
Staff
The helpfulness and attitude of staff on train 49 8 41
How well train company dealt with delays 31
-13
The availability of staff on the train 29 5 24
The availability of staff at the station 67
The attitudes and helpfulness of the staff
How request to station staff was handled
Security
Your personal security whilst on board 73
Your personal security whilst using that station -1 68
All
+ Significant increase - Significant decrease

4. Summary of results: category averages
CSS
Winter 2016
Change
NRPS Autumn 2016
Overall journey satisfaction 82 -5 87
Overall train satisfaction -6 88
On board experience 69 74
Train planning 80 -2
Train maintenance and cleanliness -9 89
Train facilities and services 64 4 60
Value 41 46
Overall station satisfaction 78 83
Station facilities and services 61 -1 65
Station maintenance and cleanliness 73 -4
Staff 57 58
Security -3 71
All
+ Significant increase - Significant decrease