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Thursday, February 9, 2023

Heathrow Express improves NPS score to 95%

Heathrow Express has improved on its National Passenger Survey score from 93% to 95%.

The results, announced today, show that Heathrow Express is ranked as joint first amongst all UK train companies.

Richard Robinson, managing director of Heathrow Express, explains:

“To be able to raise overall customer satisfaction by 2% is a major achievement – even more so because we are already performing to such a high standard, with our score never dropping below 92%.”

Heathrow Express saw major improvements in the ability of their staff in dealing with delays, the availability of the staff on the train and in the value for money score which increased by 5%; demonstrating the customers’ appreciation of the service and a direct reflection of the absence of ticket price increases in the last 12 months.

Richard Robinson adds: “Our technology has improved with the introduction of true m-ticketing via our app which delivers the ticket directly to the customers’ phone but the NPS survey results also reveal how important the skills of our staff are in helping our passengers.

“Heathrow Express is recognised as a world class train company and it is our staff, which delivers that exceptional customer service to up to 20,000 travellers every day.”

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