Figures today published by Transport Focus show that rail operator, Hull Trains is once again amongst the top of the National Rail Passenger Survey (NRPS) for overall customer satisfaction. Hull Trains has scored 95% - a massive 14% higher than the overall national average score, following four successive years at the top of the industry.

Hull Trains, which has won a plethora of awards within the last year for its overall operations and industry-leading customer service, also scored way above the average national figures in the areas that matter most to its customers including value for money; helpfulness of colleagues; personal security and the comfort and speed of its trains.

Whilst the NRPS data shows that just a third of commuters are satisfied with the value for money of their train journey, Hull Trains scored 67% - 20% higher than the national average. The helpfulness of colleagues on-board scored 94% - an astounding 27% higher than the average.

Personal security on-board was also at the top of the league at 91% for Hull Trains versus a national average of just 75% as was comfort at 89% versus a national average of just 66%.

Louise Mendham, Performance and Planning Manager at Hull Trains says: “We’re delighted with these results, in particular because they represent the views of our customers and their experiences on-board. We’re a customer-focussed, people business and during the last year, we became the only operator on the east coast mainline to gain IiP Gold Standard for the quality of our people. This is further reflected in our 94% score for the service customers receive from our colleagues on-board.

“We have continued to invest in Passenger Information Screens as well as making various improvements to the interiors of our trains which is reflected in our high scores for comfort and on-board information (94%).

“Customers are also very satisfied with the speed of their journey at 93% - that’s 11% higher than the average as well as the punctuality and reliability of our trains at 13% higher.”

Hull Trains are shortlisted for Customer Service Excellence at the prestigious Rail Business Awards in London on 22nd February. The company is also investing £60million in the development and production of five new hi-tech, bi-mode trains that will come into service at the end of 2019, increasing capacity by 50% with the opportunity for further service improvements.


Media Contact:

Karen Butler - Invigorate PR - T: 07791 665991 - E:

Notes to Editors:

National Rail Passenger Survey: Transport Focus surveyed 27,819 passengers, across Great Britain as part of the NRPS between September and November 2017. It is the largest published rail passenger satisfaction survey in the world.

Posted: 30/01/2018
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