Passengers give top marks for some North Yorkshire train services

London North Eastern Railway (LNER) Hull Trains and Grand Central have achieved some of the highest overall scores in the latest national rail passenger survey results revealed today.  

95% Satisfaction for Grand Central at Thirsk, Northallerton and York

92% Satisfaction for Hull Trains at Selby

91% Satisfaction for LNER which  serves Selby, York and Northallerton.

Towards the bottom of the table Transpennine Express at York, Selby  and Malton is on 78% and Northern on local trains to Leeds and Sherburn-in-Elmet is on 77%

The survey was carried out before Lockdown.

This is the third consecutive increase for LNER and represents a two-point increase compared to last year. 

LNER has seen specific increases in scores relating to the cleanliness of trains, something that is very important to passengers now in the covid-19 era.

David Horne, Managing Director at LNER, said:

“LNER remains committed to providing the very best customer experience for all of our customers.

This latest set of results demonstrates our continued focus to do just that.

Since the survey was carried out, we have further enhanced our cleaning measures at stations and on our trains to ensure people can travel with us with confidence.  

We look forward to building on these latest results by making travel simpler, smarter and keeping the customer at the very heart of all we do.”   

VIDEO - David Horne

Transport Focus consulted more than 19,000 passengers to produce this latest National Rail Passenger Survey.

Opinions of train services are collected twice a year from a representative sample of journeys. 

SUMMARY

The highest ratings for overall satisfaction for franchised train companies were achieved by London North Eastern Railway (91 per cent), Merseyrail (90 per cent), ScotRail (90 per cent), Gatwick Express (89 per cent) and TfL Rail (89 per cent).

The lowest ratings for overall satisfaction were given to South Western Railway (75 per cent), Greater Anglia (77 per cent), Northern (77 per cent), TransPennine Express (78 per cent), and Southern (78 per cent)

The ratings for non-franchised train companies were as follows: Grand Central (95 per cent), Heathrow Express (94 per cent), and Hull Trains (92 per cent).

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