Customer Satisfaction Survey Winter 2016 Report for c2c by BDRC Continental

Summary of results: on board experience CSS Winter 2016 Change NRPS Autumn 2016 Overall journey satisfaction 82 -5 87 Overall train satisfaction -6 88 On board experience Sufficient room for all the passengers to sit/stand 56 62 Comfort of the seating area 74 79 The ease of being able to get on and off 78 -4 Train planning The length of time the journey was scheduled to take (speed) 83 -2 85 Punctuality/reliability (i.e. train arriving/departing on time) 84 +1 The frequency of the trains on that route 73 Connections with other train services 80 -1 81 Train maintenance and cleanliness The cleanliness of the outside -13 The upkeep and repair of the train 90 The cleanliness of the inside -11 89 Train facilities and services The space for luggage 55 +4 51 The provision of information during the journey +2 Toilet facilities 54 52 Value The value for money for the price of your ticket 41 46 All + Significant increase - Significant decrease

Summary of results: station experience, staff and security CSS Winter 2016 Change NRPS Autumn 2016 Overall journey satisfaction 82 -5 87 Overall station satisfaction 78 83 Station facilities and services The overall station environment 69 -3 72 Provision of information about train times/platforms 86 Connections with other forms of public transport 70 75 The facilities and services at that station 51 -7 58 The choice of shops/eating/drinking facilities available 40 -4 44 Ticket buying facilities 76 4 Availability of seating 48 -6 54 Facilities for car parking 55 1 The provision of shelter facilities 60 -9 Station maintenance and cleanliness The upkeep/repair of the station buildings/platforms 71 Cleanliness 74 -2 Staff The helpfulness and attitude of staff on train 49 8 41 How well train company dealt with delays 31 -13 The availability of staff on the train 29 5 24 The availability of staff at the station 67 The attitudes and helpfulness of the staff How request to station staff was handled Security Your personal security whilst on board 73 Your personal security whilst using that station -1 68 All + Significant increase - Significant decrease

Summary of results: category averages CSS Winter 2016 Change NRPS Autumn 2016 Overall journey satisfaction 82 -5 87   Overall train satisfaction -6 88 On board experience 69 74 Train planning 80 -2 Train maintenance and cleanliness -9 89 Train facilities and services 64 4 60 Value 41 46 Overall station satisfaction 78 83 Station facilities and services 61 -1 65 Station maintenance and cleanliness 73 -4 Staff 57 58 Security -3 71 All + Significant increase - Significant decrease