Train operator Northern has achieved one of the largest increases in customer satisfaction in its history through its ‘Creating Customer Confidence’ programme.

From being lowest in national rankings, the latest Rail Customer Experience Survey, which was taken between October 2025 and March 2026, shows Northern achieving an overall satisfaction score of 88%, which is towards the top of the table for all train operators.

The Rail Customer Experience Survey runs continuously and captures feedback from passengers about their journey experience, marking the cleanliness of trains and stations, safety, information, punctuality, and value for money.

In areas that are of most concern to customers, Northern:

• Performed above the national average for value for money, with a 66% rating, 7% above the national average of 59%. Lumo was adjudged as providing the best value for money.
• Achieved a rating of 87% for on-board personal safety on board, compared with a national average of 86%.
• Was in line with the national average for customer information of 89%.

The top-rated operator for Customer Satisfaction was ScotRail.

“We’re all delighted at Northern to have moved towards the top of the pack and firmly away from the bottom of this customer satisfaction table, seeing us move ahead of the national average in value for money scoring and several other areas. None of this happens by accident. These results are what our ‘Creating Customer Confidence’ programme was designed to deliver.”

“Our colleagues work so hard to deliver for our customers, and we appreciate the trust our customers place in us. We are proud of this progress, but we are not stopping there. There’s more to do, and we’ll continue to listen to our customers in order to deliver real improvements where they matter most.”

Alex Hornby, Commercial and Customer Director for Northern