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Southeastern satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Southeastern.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 85% 78% 84% 73% 74% 76% 76% 70% 76% 81%
How satisfied were passengers with train punctuality and reliability? 85% 77% 80% 69% 73% 74% 68% 57% 68% 72%
How good was the cleanliness of the inside of the trains? 73% 68% 72% 68% 66% 68% 69% 67% 72% 74%
How satisfied were passengers with the value for money of the price of their ticket? 38% 31% 34% 30% 36% 34% 36% 32% 36% 38%

To access more detailed data on each satisfaction measure, choose a question:

Southeastern complaints data

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 75 complaint appeals in 2015 about Southeastern.

Using this graph you can explore the appeals to Southeastern.

Top five reasons for complaint appeals in 2015

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 31 87 118 42 29 48 29 15 4
Penalty fares/unpaid fares notice/prosecution 0 0 0 23 32 43 26 15 3
Train service performance 31 58 63 29 18 29 24 17 2
Fares, retailing and refunds 56 84 109 66 34 23 21 8 3
Staff conduct and availability 15 29 40 17 10 11 7 2 0

Complaint appeals relating to:

Complaints handling 29 This is down 40% on the previous year
Penalty fares/unpaid fares notice/prosecution 26 This is down 40% on the previous year
Train service performance 24 This is down 17% on the previous year
Fares, retailing and refunds 21 This is down 9% on the previous year
Staff conduct and availability 7 This is down 36% on the previous year