The National Rail Passenger Survey customer satisfaction scores have been released today, and TransPennine Express hasn’t had the best of news.

25,000 people were surveyed and the results show the train company achieves a satisfaction score of 81%, this is down 3% from last year.

Satisfaction with TPEs stations was marked highly with 85 percent of customers saying TransPennine Express stations are of an excellent standard.

Customers noted improvements in the availability of seating, shelter facilities plus the availability of Wi-Fi at TPE stations.

What did the officials say?

Kathryn O’Brien, Customer Experience Director for TransPennine Express said: “We have a fantastic team and have made lots of positive enhancements to our stations so I’m really happy customers have acknowledged these. We continue to invest in our people ensuring they have the skills needed to deliver excellent customer service.

“While our results remain at a high level overall, we appreciate that there have been some drops in some areas and we will now work through the detail and develop plans to address these.

“We know our trains are busier than ever and over the next two years, we will be delivering a £500million investment in additional services, new routes and brand new longer trains with more seats, the first of which begin entering into service from autumn this year (2018).

“The upgrade of our existing, Class 185 trains continues and many customers are already travelling on these trains with feedback for these being extremely positive.

“We understand that the punctuality and reliability of our services is also really important and we are continuing to work with industry partners such as Network Rail to deliver the service that customers expect and deserve.”

• Visit the TransPennine Express website
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