Hull Trains has announced that the latest independent rail passenger survey has shown that passengers have backed the company as performance continues to improve in 2019.

The National Rail Passenger Survey, which was carried out in the Autumn of 2018, gives an overall satisfaction rating of 91% for Hull Trains.

Most importantly, the open access operator ranked highly on staff service and amenities on its services.

The train operator also ranked highly in the long-distance sector, 10% higher than most other train operating companies, where overall satisfaction scores were at an average of 81% for onboard services.

Notable scores from the survey included the helpfulness and attitude of staff on the train, which was up 5% for a final score of 96%. Other increases included the availability of staff, which increased by 2% to 89% and the cleanliness of the inside of the train, which at 92% is 11% more than the average.

Another independent survey was completed by Which? in October and November 2018 where Hull Trains ranked third out of all train operating companies for customer satisfaction, with an overall score of 62%.

The train company ranked highly for customer service from staff, value for money and onboard experience, mirroring the NRPS scores

What did the officials say?

Louise Cheeseman, Managing Director for Hull Trains, said:

“These scores are very encouraging and demonstrate that the service that our team delivers is highly respected by the majority of our customers. We are pleased that these results show we are heading in the right direction as well as helping us to identify where we can continue to improve our overall customer experience.

“We are under no illusion, however, that work around the reliability of our fleet is finished, and we know that there is still work to be done to do more for our customers. The introduction of the new HST over the next month will bolster our train fleet to improve reliability. This is all in place as we gear up towards an exciting new era for Hull Trains later this year with the introduction of our new fleet of five 802 trains – which are based on Japanese bullet train technology.

“In the meantime, our focus remains on strengthening our punctuality and reliability. It is an area where we are already seeing improvements, with a number of 100% Public Performance Measure (PPM) scores, which determine the punctuality and reliability of the service on a daily basis, in recent weeks.”

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