National Express train operator c2c has won the national award for the handling of “Managing Disruption” at the prestigious rail industry Golden Whistle Awards.
The Golden Whistle Awards are organised by the Institution of Railway Operators and respected rail industry journal Modern Railways. The awards publicly acknowledge best practice in the rail industry. c2c’s award recognises how well the train operator provides customers with information at times of service disruption. The award was based on the customer ratings in the National Passenger Survey conducted in autumn 2010
c2c Managing Director, Julian Drury said:
“I am absolutely delighted c2c has received this Golden Whistle award. I’d like to pay tribute to the c2c team for their totally professional and dedicated efforts. As a team we strive to be the most punctual train operator possible, but when disruption does occur we do our upmost to provide our customers with accurate and timely information. We will continue to focus all our efforts on delivering further improvements. This award also recognises the decisive part played by our colleagues at Network Rail, who have given us some of the most reliable track and signalling in the country and with whom we work very closely when things go wrong.”
Last year c2c won the inaugural ‘Golden Whistle’ for the best punctuality amongst all train operators in 2009, with c2c averaging 96.3% – a punctuality record the train operator has since broken.
c2c now holds the UK records for the highest annual punctuality by a franchised train operator at 96.7% and the record for any 4 week period at 98.8%. Customer satisfaction with c2c services, measured in the National Passenger Survey in both spring and autumn 2010 was 91%.
