Hull Trains tops passenger satisfaction survey

Published: Thursday 28th January 2016 by HEY Today editor

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Hull Trains has topped a rail customer satisfaction survey, with 97 per cent of passengers claiming to be satisfied with their experience.

The Hull-to-London operator beat the likes of Heathrow Express (95 per cent), Grand Central (93 per cent) and Merseyrail (93 per cent) to come out on top in the Transport Focus survey, which polled more than 28,000 passengers.

Across Britain, Transport Focus found an increase in overall satisfaction to 83 per cent in autumn 2015 – a two per cent increase from the previous year. This is the first time that rail passenger satisfaction has risen since 2012.

Will Dunnett, Hull Trains managing director, said: “We’re delighted to be first, particularly for passenger satisfaction, but what we’re most proud of is the consistency that we are showing.

“This is the third successive annual survey where we top the league and it’s testimony to our unwavering focus on delivering the best for our people and our passengers.”

He added: “We listen intently and uniquely to our customers and build our service around them. Being an open-access operator enables us to be entrepreneurial and quick to market.

“But it’s people that drive our business forward. We have some of the best people in the industry and over the coming years we will continue to invest our time and effort in their training and development to ensure that the service we give to our passengers continues to be first-class.”

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Published: Thursday 28th January 2016 by HEY Today editor

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