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Hull Trains tops passenger satisfaction table

Hull Trains has topped passenger watchdog Transport Focus’ Autumn 2015 National Rail Passenger Survey, with 97% of passengers claiming to be satisfied with their experience.

Other non-franchised train operators also did well, with Heathrow Express scoring 95% and Grand Central 93%. Of the franchised operators, Merseyrail topped the table with a satisfaction rating of 93%, followed by Chiltern and Virgin Trains West Coast on 91% and ScotRail on 90%.

The biggest increase in satisfaction compared with a year ago was recorded by Transport for London Rail (up nine percentage points to an 85% rating), followed by First Hull Trains and ScotRail.

Only two operators experienced a decline in their rating. The rating for Gatwick Express (now part of Govia Thameslink Railway) fell by eight percentage points to 80%, while East Midlands Trains’ rating fell from 88% to 84%.

On a national level, Transport Focus says the slight increase in satisfaction to 83% (compared with a year previously) has “started to reverse previous declines”. However, it warns that performance is variable.

While on average 83% of passengers claimed to be satisfied with their experience, for commuters that figure falls to 76%. By contrast, 85% of business and 90% of leisure travellers say they are satisfied. And passengers are pleased with their trains and journey times, with 81% and 83% happy with those aspects of their journeys. 

  • For more on this, read RAIL 793, published on February 3.


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  • Voice of reason - 27/01/2016 17:21

    Makes you wonder who/when they surveyed for East Mids Trains to drop by 4%. In my experience they are head and shoulders above the others, generally.

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  • BigTone - 28/01/2016 19:48

    Depends on where I think. They may be good on the MML but Lincoln, they really need to up their game with regard to overcrowding.

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  • BigTone - 31/01/2016 12:18

    In 1985 the Newark Northgate to Cleethorpes ran with a Class 31 and 4 coaches. Now the Newark Northgate to Grimsby Town uses a Class 153. I wonder why I read reports of passengers being turned away at peak times

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