Hull Trains has once again topped the industry’s independent satisfaction league that compares every single train company in the UK on a range of customer-focused metrics.
Hull Trains scored a massive 97% satisfaction for service – 8% higher than the average long distance operator and a full 6% higher than the franchise competitor on the East Coast route, Virgin Trains. This is the fourth year running that Hull Trains has topped the independent survey, with a record of consistency that is unmatched within the long distance rail sector.
Looking in detail, those metrics which matter most to customers have driven Hull Trains unprecedented result. They scored a full 9% higher than the average for punctuality and 21% higher than the average score for the availability of staff on the train.
Will Dunnett, Managing Director of Hull Trains says: “The 97% satisfaction score matches our best ever result, and remains the highest score ever achieved by a rail operator. What makes the result special is that over the last four years we have consistently topped the NRPS satisfaction scores which is just reward for our unwavering focus on the customer.”
Hull Trains scored a tremendous 90% for the availability of colleagues - a massive 21% higher than Virgin Trains East Coast, who scored just 69%. They also scored 12% higher than the average long distance score for the helpfulness and attitude of colleagues.
Will explains: “From talking to our customers every day, we understand the importance they place on the presence of well-trained, high quality colleagues on the trains. This has always been and continues to be our priority and the way we do business and these results today pay tribute to that policy.”
Hull Trains has invested heavily in the provision of information on the train, installing industry-first passenger information screens; USB sockets and 4G-enabled WiFi over the past two years. Customers scored Hull Trains 38% higher than the rest of the industry for the availability of its WiFi; 30% higher for the amount of power sockets available to customers and 13% higher for the provision on information on the train.