Hull to London rail operator First Hull Trains has beaten all previous records – and every other rail operator in the UK – in this year’s National Passenger Survey.
The results, published today, show that Hull Trains consistently has the highest levels of passenger satisfaction at 96 percent - compared to a national average score for other operators this year of just 80percent.
Hull Trains has also topped the national league table for punctuality, reliability, passenger comfort, and overall value for money.
Will Dunnett, managing director at Hull Trains says, “The results show that we are continuing to invest in all the right areas for passenger satisfaction. We are consistently delivering a first-rate service with an excellent team of people who genuinely care about the region and the customers who travel with us.
"We’ve invested over £5 million in our fleet in the past few years to provide additional seats, and improved environments within our trains. The professionalism and friendliness of our staff is also delighting passengers as we continue to invest heavily in training and customer service excellence."
The National Rail Passenger Survey provides a network-wide picture of customers’ satisfaction with rail travel. Transport Focus – the independent consumer watchdog – conducted the survey amongst 31,160 passengers.
Dunnett says, "It’s welcoming to know that even though overall passenger satisfaction with rail companies generally has fallen this year, Hull Trains has maintained its status as the leading train operator in the UK. We scored a massive 14 percent higher than the average score for the rest of the rail industry. We understand people have choice, and it's important we continue talking with our customers and responding to their needs.
"This is also a brilliant result for our city and a testament to our fantastic team of people - almost all live locally in and around the city, making us even more proud to serve the people of Hull on a service that bears the city's name."
