National Express rated highest for customer service

BIRMINGHAM-based transport group National Express has ranked highest in the UK for its good levels of customer service.

The latest UK Customer Satisfaction Index (UKCSI) places the firm ahead of its competitors, ranking the UK’s largest coach operator highest for overall customer satisfaction compared to other coach, bus and train operators.

Published by the Institute of Customer Service, which surveys thousands of customers about their experiences with different brands, the study reveals National Express is the most trusted ground transportation brand.

The UKCSI assesses a range of customer priorities which includes: professionalism, quality and efficiency, ease of doing business, problem solving and timeliness.

Its 2015 survey shows that when compared to customers of other road and rail transport providers, National Express customers were more satisfied at the quality of service, the ease of doing business and the way problems were resolved.

As a result, National Express customers rated themselves the most loyal, meaning they were more likely to stay a customer of the coach company compared to other transport brands.

Tom Stables, National Express UK Coach Managing Director said: “There is no bigger accolade than the trust and confidence of your customers so we’re really pleased they say we’re strongly delivering on a whole range of things that matter from price to professionalism.

“We will continue to do improve our service by ongoing investment in our people and technology, and by listening to customers.”