The operator has scored a 92% overall satisfaction rating in the National Rail Passenger Survey (Spring 2020). In comparison, the UK average for long-distance operators is 84%.
Areas where Hull Trains scored particularly well were in the attitude of its staff and the cleanliness of trains. Once again, the independently-operated train companies have excelled in the annual survey illustrating the value of open access operators to the rail industry.
Louise Cheeseman, managing director for Hull Trains said the results highlighted the importance of open access operators in driving improvements within the rail industry. “The outcome of this survey demonstrates the vital role open access operators play in the rail industry,” she said.
“Sadly, under the current circumstances we haven’t been able to run any services but we are still incredibly proud of these scores which have given the team a real boost whilst we plan a cautious and considered return.” The report lists Hull Trains as the second-best, long-distance operator in the country, scoring particularly well in the following areas:
• Helpfulness and attitude of staff on the train: Hull Trains 93%, UK long-distance average 83%
• Levels of cleanliness inside the train: Hull Trains 91%, UK long-distance average 81%
• Toilet facilities: Hull Trains 80%, UK long-distance average 63%
Louise added: “These scores are compiled from customer feedback, so it really means a lot that our staff have been commended for their attitude.
“As the UK eases out of lockdown, we continue to monitor customer demand to assess when it is the right time to return. This involves a considerable amount of planning and preparation which we are working through.
“A safe and sustainable service is what the people of Hull and the wider region deserve; I look forward to sharing some positive news about a return date as soon as we can.”