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Popular open access operator Hull Trains has again been named the highest scoring British operator in the latest Rail Customer Experience Report (RICXR). The accolade is further good news for the company who was recently named Operator of the Year at the Spotlight Rail Awards earlier this month.
The RICXR report provides a regular and comprehensive overview of how customers feel about the railway, with people across the country surveyed as they were on their way to their destination. It provides an unbiased view and a clear indication of the experiences customers receive both at stations and onboard.
Hull Trains, who are currently championing a Moving Minds mental health Podcast series to support customers, scored an impressive 95.4% overall rating - higher than any other operator. The scoring is based on the aggregation of the last three measured periods. Sister brand Lumo, meanwhile, also scored significantly higher than the average achieved by other long-distance operators with an 89.4% overall customer satisfaction rating.
Stuart Jones, Managing Director of First Rail Open Access, said: “Adding to the fabulous Operator of the Year win at the Spotlight Rail Awards, this updated Rail Customer Experience Report demonstrates that Hull Trains continues to set the benchmark for long distance rail operators.
“We’re extremely proud of our whole team and this result is testimony to the hard work of everyone at the company. Our customers are so important to everything that we do and we look forward to welcome even more customers onboard in the rest of the year.”
Paul Jackson, Head of Customer and Stakeholder Engagement at First Rail Open Access said: “Congratulations to Hull Trains and also to Lumo for these impressive results. Many of our customers reach out to us directly to praise our team, so it’s great to see that recognised again with this report. We’re always looking to raise the bar in the rail industry. Thank you to all of our colleagues and our wonderful customers.”
Hull Trains customers can travel to destinations including Beverley, Hull, Doncaster, Grantham, Selby and London King’s Cross on eight direct weekday train services. The operator’s combination of sustainability with affordable fares, excellent service and support for local communities has consistently delivered a winning formula.
The RICXR report provides a regular and comprehensive overview of how customers feel about the railway, with people across the country surveyed as they were on their way to their destination. It provides an unbiased view and a clear indication of the experiences customers receive both at stations and onboard.
Hull Trains, who are currently championing a Moving Minds mental health Podcast series to support customers, scored an impressive 95.4% overall rating - higher than any other operator. The scoring is based on the aggregation of the last three measured periods. Sister brand Lumo, meanwhile, also scored significantly higher than the average achieved by other long-distance operators with an 89.4% overall customer satisfaction rating.
Stuart Jones, Managing Director of First Rail Open Access, said: “Adding to the fabulous Operator of the Year win at the Spotlight Rail Awards, this updated Rail Customer Experience Report demonstrates that Hull Trains continues to set the benchmark for long distance rail operators.
“We’re extremely proud of our whole team and this result is testimony to the hard work of everyone at the company. Our customers are so important to everything that we do and we look forward to welcome even more customers onboard in the rest of the year.”
Paul Jackson, Head of Customer and Stakeholder Engagement at First Rail Open Access said: “Congratulations to Hull Trains and also to Lumo for these impressive results. Many of our customers reach out to us directly to praise our team, so it’s great to see that recognised again with this report. We’re always looking to raise the bar in the rail industry. Thank you to all of our colleagues and our wonderful customers.”
Hull Trains customers can travel to destinations including Beverley, Hull, Doncaster, Grantham, Selby and London King’s Cross on eight direct weekday train services. The operator’s combination of sustainability with affordable fares, excellent service and support for local communities has consistently delivered a winning formula.
