HomeRail NewsKing's Cross in satisfaction coup

King’s Cross in satisfaction coup

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King’s Cross station has seen a record-breaking jump in customer satisfaction in the year since the award-winning western concourse opened to the public, new research shows.

Figures from Passenger Focus show King’s Cross station has risen from bottom to joint-second among Network Rail’s managed stations in the satisfaction table, with 94% of passengers satisfied compared with just 56% in spring 2011. King’s Cross is now just 1% behind its neighbour, St Pancras International.

Says Anthony Smith, Passenger Focus chief executive, ‘Passengers tell us that station improvements make a big difference to their journey experience, and the revamped King’s Cross station has achieved a 33 percentage point increase in satisfaction in our most recent National Passenger Survey. Our message to industry is to ensure that any investment is targeted at things that passengers want.’

Improvements include the opening of the western concourse, giving passengers three times more space with more shops and better facilities and the completion of the reglazing and renovation of the main train shed roofs.

Says Network Rail station manager Tom Caine, ‘Passengers now have the modern, spacious concourse they deserve and a facility capable of taking everything that’s thrown at it, as we saw during the Diamond

Jubilee and the London Olympics and Paralympics. With the opening of the new King’s Cross Square in the autumn we’ll see a further big step forward with the station’s contribution to the regeneration of the whole area.’


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