Hull Trains has one of highest customer satisfaction ratings in UK
Passengers boarding a Hull Trains service (Image: Hull Trains)
By Hull Daily Mail | Posted: 30 Jan 2019
Hull Trains has been branded one of the best companies in the UK For customer satisfaction.
In what has been a very difficult year for customers after delays, cancellations and breakdowns, it has defied the odds and has made strides to improve the reliability of the fleet and has been ranked as one of the top train operators in the UK, according to two independent surveys.
Last year, Hull MP Diana Johnson accused the service of being "in meltdown" following a series of cancellations and alterations.
But, it seems it is now on the up again.
Statistics from the National Rail Passenger Survey (NRPS) and "Which?" show customers are satisfied with the service from Hull Trains.
In the latest published figures, Hull Trains received a total satisfaction rating of 91 per cent in the NRPS, which is nearly 10 per cent higher than the average of other long-distance train operators.
Scores also included a 96 per cent satisfaction rating for the helpfulness and attitude of staff, 92 per cent satisfaction in the cleanliness of the trains and improvements in information provision.
Hull Trains has satisfied customers (Image: Hull Trains)
Hull Trains' figures show a different picture to the national ones which showed passenger satisfaction with rail services has fallen to a 10-year low.
The autumn 2018 Transport Focus survey of more than 25,000 passengers found that overall satisfaction for regional operators across the UK was 79 per cent. This is down two percentage points year-on-year and means one in five passengers were not satisfied.
Its National Rail Passenger Survey was conducted between September 1 and November 16 last year.
Hull Trains just comes in behind other rail giants including Heathrow Express, Grand Central and Chiltern Railways.
In a "Which?" survey last week, Hull Trains also ranked third out of all other operators for customer satisfaction.
With a £60m investment in a new fleet of trains to come in autumn 2019, Hull Trains say it is working hard to deliver on its promised timetable throughout the year. The introduction of an InterCity High Speed Train into the fleet in the next few weeks is also hoped to bring more reliability to the operator.
Speaking to Hull City Council earlier this month, Hull Trains boss Louise Cheeseman revealed staff had been targeted in the city centre.
Speaking at a city council scrutiny meeting, Ms Cheeseman praised the company's 120 Hull-based staff for their hard work during a traumatic time when regular train breakdowns have disrupted its direct services to and from London.
"The unreliability issues we have experienced are not the fault of the staff and to see and hear about some of the abuse they have been receiving is absolutely appalling and unacceptable.
"We even had two ladies come back from their lunch-break in tears because they had been spat at in the street just because they were wearing Hull Trains uniforms.
"My message to the people of Hull is use us or lose us."
National Rail Survey customer satisfaction results
The top five highest scores were:
1. Heathrow Express 96%
2. Grand Central 94%
3. Chiltern Railways 92%
4. Hull Trains 91%
5=. Virgin Trains 90%
5=. Merseyrail 90%
The bottom five were:
1. Great Northern 68%
2. Northern 72%
3=. Greater Anglia 73%
3=. South Western Railway 73%
3=. TransPennine Express 73%