The open access operator received an overall satisfaction level of 92% in the annual National Rail Passenger Survey Autumn 2019 - an impressive 10% higher than the UK average of 82%.
This score is an improvement in the last twelve months, having reached 91% in the league table Autumn 2018, and positions Hull Trains as the second-best, long-distance operator in the country and the third best operator nationally.
Hull Trains saw a marked improvement in: improving connections with other train services (resulting in an 8% rise in comparison to 2018 figures), usefulness of information about delays (a 9% increase), how well the company deals with delays (a 7% increase) and value for money of ticket price (a 5% increase).
Anne Somers, commercial and customer experience director for Hull Trains said the watchdog’s results were valued by the industry because the ratings were based on customer experience.
“To be recognised as one of the best performing rail operators by the people who use our services is a fantastic achievement for us,” she said.
“We enhanced our performance in several categories and beat our long-distance competitors in every category except for one - frequency of the trains. Since the survey was completed, we have been rolling out our Paragon fleet which has significantly improved reliability, so we look forward to the next set of results where we would expect to see further improvements.
“We transport more than one million passengers a year and we are lucky to have such a loyal customer base who continue to support us. These results are testament to the hard work of our staff who continue to go over and above for our customers; we’re really proud to be named as one of the best operators on the rail network.”
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