Northern shows improvement in findings of Rail Customer Experience Survey

Train operator Northern has seen significant improvement in its customer satisfaction, according to the findings of the latest Transport Focus Rail Customer Experience Survey.

After being the bottom of the rankings of UK rail operators in last year’s survey, implementation of its ‘Creating Customer Confidence’ programme has seen the North’s main train operating company rise to near the top the table.

The latest scorecard shows Northern recording an overall satisfaction score of 88%, placing the operator towards the top of the table which ranks scores for train and station cleanliness, safety, information, punctuality and value for money.

Northern performed above the national average in several areas that matter most to customers:

• Value for money: 66%, seven points above the national average of 59%; one of the strongest scores of any operator in the country
• Personal safety on board: 87%, above the national average of 86%
• Customer information: 89%, in line with the national average

Alex Hornby, Commercial and Customer Director for Northern, said:

“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.”

Northern is the second largest train operator in the UK, with 2,650 services a day to more than 500 stations across the North of England, including the majority of services across Stockport.