Relationship between customer satisfaction and performance – Northern Rail

23 February 2011

CDL undertook a study on behalf of Passenger Focus in 2009 to examine the links
between train performance measures and NPS customer satisfaction for a London
and South East train operator. This report provides the results of a similar study
examining the links between train performance and NPS customer satisfaction for a
group of non-London commuter services i.e. Northern services to and from
Manchester.