Hull Trains, the UK’s Rail Operator of the Year, has been shortlisted in the Customer Service Team of the Year category ahead of the North of England Transport Awards on 30th November.
The open-access operator, which runs 92 direct services a week from East Yorkshire to London has a string of accolades in recognition of the service it delivers to customers.
Last year the company won awards for Customer Service at the North of England Transport Awards; the international FirstGroup BeFirst awards; the Mail Business Awards and also scooped the ultimate industry award at the Rail Business Awards for UK Rail Operator of the Year.
Kirsty Walton from Transport Times and on behalf of the North of England Transport Awards Judging Panel says: “We once again received an overwhelming amount of entries from right across the North of the country. The quality of entries was extremely high resulting in fierce competition for a place on the shortlist.”
In the past 12 months, Hull Trains has made further significant investment in driving forward its customer-centric culture with Customer Excellence Training for all colleagues and bespoke ‘lead to succeed’ training for on-board managers to further refine their customer service skills.
It achieved the highest score in the National Rail Passenger Survey for customer satisfaction at 97% - 8% higher than the average of long distance operators – uniquely for fourth year running, demonstrating a record of consistency that is unmatched within the long distance rail sector. It also scored 95% for the helpfulness and attitude of Hull Trains colleagues – a massive 13% higher than the industry average.
Winners of the awards will be announced on 30th November at an event in Leeds.