Working in partnership with London TravelWatch

Examining the links between train performance measures and customer satisfaction

23 February 2011

This study investigated the nature of the relationship between train performance and
the National Passenger Survey (NPS) customer satisfaction by examining arrivals at
and departures from London Liverpool Street, over the past three and a half years,
particularly on weekdays

examining_the_links_between_performance_measures_and_customer_satisfaction_nxea.pdf
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