First Hull Trains has received a 91 per cent overall satisfaction rating in an independent National Passenger Survey (NPS) undertaken in the spring. As only one of a small number of open access train operating companies, First Hull Trains chose to be part of the NPS this year so that the company can benchmark its services against other organisations in the rail industry.
The current survey results feature First Hull Trains for the first time and the scores are an encouraging set of results for the company. The assessment rates customer satisfaction, with First Hull Trains achieving an above national average score (87 per cent for long distance operators). This is in itself an increase of two per cent from an 85 per cent score in the results for spring 2009. In addition, seven per cent of those questioned said they were neither satisfied nor dissatisfied – leaving only two per cent of those surveyed seeking changes within the company.
The survey also gives First Hull Trains a 93 per cent train punctuality and reliability rating, along with a 92 per cent score for meeting the scheduled journey time. First Hull Trains’ staff were given a 91 per cent score for their helpfulness and attitude on-board the train.
Passenger Focus, the independent public body set up by the Government to protect the interests of travellers, carried out the research in spring 2010. The organisation consults more than 50,000 passengers a year to produce the NPS – a network-wide picture of passengers’ satisfaction with rail travel. Passenger opinions of train services are collected twice a year from a representative sample of journeys. Passengers’ overall satisfaction and satisfaction with 29 specific aspects of service can, therefore, be compared over time.
James Adeshiyan, General Manager at First Hull Trains, said: “Our results are a credit to the hard work of all our staff, in a very challenging period, and we are pleased to have received a score that places First Hull Trains four per cent above the national average.
“As this is our ‘debut’ year in the National Passenger Survey, we will use these results to assess how we improve our products and services for the future. We will aim even higher next time around.
“With the continuous improvements we are making, including delivering a full refresh of our Class 180 trains and achieving both our best reliability and punctuality since records began, we are confident that we can build on this good starting position.
“We have also appointed a new Head of Customer Service Delivery in Darren Fennah who will spearhead our plans to improve the on-board services we offer. We are confident that this will make a demonstrable difference to the on-board experience for the people we serve between Hull and London.”
Anthony Smith, Passenger Focus chief executive, said: “As more trains arrive on time, Britain’s rail passengers are becoming more satisfied. The NPS is one of the most cost effective ways of driving improvements for passengers. The results allow valuable comparisons between routes and train companies and Passenger Focus uses this to work with industry, planning how to boost satisfaction as well as help governments and others target resources.”
Michael Roberts, Chief Executive of the Association of Train Operating Companies, said: “Record levels of satisfaction reflect the continued determination of train operators to provide the high quality services that passengers expect and deserve.
“This survey takes into account passengers’ views following one of the toughest winters the rail industry has faced for decades. It is testament to the hard work of train companies and their staff that satisfaction has remained so high.
“Satisfaction has risen for a wide range of areas including frequency and punctuality of trains, the helpfulness of staff, and security.
“It is good news for passengers that services remain of consistently high quality, but train companies are not complacent and will continue to focus on improving passengers’ experience of using rail further.
“The significant improvement in the survey score on value for money is particularly welcome and is a sign that passengers are responding well to the good value deals which operators are making available through online and other retail channels.”
All four of First Hull Trains’ train sets will be completely refreshed by the end of October 2010 with the first coming back into service on 19 July. This coincides with First Hull Trains the 10th anniversary in the autumn.
Click HERE to find the cheapest ticket for your next UK train journey.
