‘Op­er­a­tors not on our side’

Kentish Express Ashford & District - - Cash-strapped Commuters -

South­east­ern is one of Bri­tain’s least trusted train com­pa­nies, a new re­port re­veals.

Pas­sen­ger Fo­cus re­search sug­gests com­muters do not trust the com­pany to pro­vide a good day-to-day ser­vice, be truth­ful, fair or com­mu­ni­cate well.

The watch­dog’s sur­vey of 4,000 peo­ple found frus­trated pas­sen­gers do not feel train op­er­a­tors are “on their side”.

Trust in the ser­vice in­volved de­liv­ery of the day-to-day ser­vice in­clud­ing five fac­tors – punc­tu­al­ity/re­li­a­bil­ity, value for money, prob­lem res­o­lu­tion, help­ful staff on trains and help­ful staff at sta­tions.

Pas­sen­gers agree­ing on at least four of th­ese mea­sures were deemed to be show­ing a pos­i­tive at­ti­tude, while those dis­agree­ing on four or more mea­sures were counted as hold­ing neg­a­tive views

Only three com­pa­nies - Grand Cen­tral, Merseyrail and ScotRail - got pos­i­tive marks, with South­east­ern, South­ern and First Great Western the fur­thest into neg­a­tive ter­ri­tory.

South­east­ern also got among the most neg­a­tive marks for “trust in re­la­tion­ship”, which in­volved five fac­tors - be­ing truth­ful, act­ing with hon­esty and in­tegrity, build­ing longterm re­la­tion­ships, treat­ing cus­tomers fairly and com­mu­ni­cat­ing well with them.

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