So as to fulfil more efficiently a DfT requirement to respond to written passenger feedback within 10 days, and also to be able to fix problems more quickly, National Express East Coast is now using the Rant & Rave instant feedback service developed by Rapide Communication Ltd of Coventry.

A notice on each end of every NXEC coach encourages passengers to text feedback to the SMS Feedback Service, who refer any points to an NXEC contact for immediate fixing, and also analyse the general sentiment of comments using the Rant & Rave Sentiment Engine to give NXEC quantified indications of customer satisfaction.