Heathrow Express scores top marks in UK customer satisfaction survey
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Heathrow Express scores top marks in UK customer satisfaction survey

  • 19 Jun 2018

Heathrow Express top in the latest National Rail Passenger Survey

  • Heathrow Express receives top UK ‘overall satisfaction’ rating of 95%
  • Also scores top for speed: 96%
  • Punctuality/reliability key to satisfaction and Heathrow Express scores 95%
  • Heathrow Express receives the nation’s top score for reliability of internet connection at 71% (compared to national average of 30%)

T5 colleague

Heathrow Express is the UK’s joint top performer in the Spring 2018 National Rail Passenger Survey conducted by Transport Focus and achieved an overall satisfaction rating of 95%.

The National Rail Passenger Survey gathers the opinions of UK train passengers twice a year, and Heathrow Express has also outperformed all other train companies in London and the South East where the average overall satisfaction score was 79%.

The survey states that ‘punctuality/reliability’ has the biggest single influence on satisfaction and Heathrow Express scored 95% in that category – 25% more than counterparts in London and the South East. The service, which carries on average 17,000 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).’

Heathrow Express Director, Fraser Brown, said: “The latest NRPS results show just how much Heathrow Express customers value the speed and punctuality of our service which connects London Paddington and Heathrow Central in 15 minutes.”

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