Performance Results
Our contact centre continues to remain a popular choice for customers seeking information. Below is a snapshot of our call answering statistics for the period 01 April 2018 and 31 March 2019.
- Number of calls offered - 3,797,188
- Number of calls answered - 3,693,944
- Percentage of calls answered - 97.3%
- Average time to answer calls - 14 seconds
Satisfaction Results
To ensure our customers are satisfied with every aspect of our service we continually review and monitor how we are doing. Surveys are carried out on a continuous basis using external and impartial auditors.
To find out more please visit this page.
- Avanti West Coast,
- c2c,
- Chiltern Railways,
- CrossCountry,
- East Midlands Railway,
- Eurostar,
- Gatwick Express,
- Grand Central,
- Great Western Railway,
- Greater Anglia,
- Heathrow Connect,
- Heathrow Express,
- Hull Trains,
- Island Line,
- London North Eastern Railway,
- London Overground,
- Merseyrail,
- National Rail,
- Northern,
- Rail Delivery Group,
- ScotRail,
- South Western Railway,
- Southeastern,
- Southern,
- Stansted Express,
- TfL Rail,
- TransPennine Express,
- Transport for Wales,
- West Midlands Trains
Last updated: 02 June 2020